Customizable CSAT API
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
Last month Zendesk released their new Customizable CSAT feature. This replaces the old thumbs up/down customer satisfaction score with a more powerful version that allows for different rating scales (2, 3 or 5 choices) and you can choose emoji, text or numbers to display the available options.
When enabled this new scoring method will replace the old voting system in both your emails and messaging conversations, giving customers more options to give their feedback.
Thomas Verschoren
There is however a limitation. For now, the Agent Workspace does not reflect these new options, and will still show the old rating for your agents. Similarly Zendesk Explore also shows the old rating system. The system does this by converting the new scoring system back to a binary good/bad.
For example if you give the option a scale of five options, the first three will be counted as negative, and 4/5 are counted as positive feedback.
CloudSET
My thanks for Cloudset for sponsoring this month's Internal Note newsletter.
For now, there's no native way to show the new rating for your agents, but there is however an API available that makes the new scoring available!
Current view of CSAT surveys for Agents
Customizable CSAT API
The old CSAT ratings are available as data under the Ticket API endpoints. The new survey responses are moved under the Help Center APIs and are available via an API call to GET /api/v2/guide/{locale}/survey_responses/{id}
Getting that id however is not that easy to do. It doesn't respond to a ticket id, but will require a custom id for your survey.
