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Personalisation for CSAT

Related products:Core InboxWorkflows
  • April 10, 2026
  • 1 reply
  • 44 views
L

On Zendesk, you are able to personalise your CSAT a lot more than on Intercom. 3 main things I’d like to see change:

 

  • Rating options: currently defaults to emojis from terrible to amazing. Having an option for Satisfied / Not Satisfied would be more appealing for our type of service. Being able to change from emoji’s to starts would be nice touch too.

 

  • You are not currently able to add dynamic content/fields to the message. I want to be able to say : How did [insert teammate name] did today? And have the teammate name be populated by the name of the agent who was assigned to the conversation when it was closed. 

 

  • I would like to have a macro or a button which would easily enable customers to update their rating if they rating the agent by accident, or changed their mind once we rectified our mistake. This encourages agents to want to resolve things correctly for customers - whereas currently they can’t do much once someone has rated them and left a comment.

1 reply

J
  • Jason Schleif
  • New Participant
  • April 15, 2026

To add to this, it would be nice to have an option for a flow of CSAT questions, similar to a survey. A lot of times if a customer isn’t happy with something about the product, they will rate an agent poorly as well.

From what I understand this can be accomplished but they are separate CSAT blocks that you are sending. This seems spammy and gives the customer ample reason to just ignore the follow ups and get irritated with us as a company.

If this was developed as more of a CSAT survey, where these questions are all asked at one time, or they can be all included by just expanding the CSAT itself, we could get much better ratings for agents, follow up better on product drawbacks with customers and not spam them with multiple CSAT follow ups

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