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To find out if your customers are happy, you can enable customer satisfaction rating on resolved tickets and for live chats.
For live chat sessions, the end user prompt to rate the service they received is included in the chat window.
For all resolved tickets, a customer satisfaction survey can be sent to the end user when their email address is included in their user profile.
This means that if you don’t know the end user’s email address (because you interacted with them on X (formerly Twitter) and don’t have their email address, for example), you will not be able to send them the satisfaction survey email message.
To request satisfaction ratings for the support you provide via the voice channel, you must also have the end user’s email address added to their user profile. The email will be sent after the call ends and the ticket is resolved.
You enable customer satisfaction for resolved tickets. For set-up instructions, see Using CSAT.
For information about enabling customer satisfaction rating for live chats, see Measuring visitor satisfaction with chat rating.
Continue to Part 11: Leveraging AI features with Zendesk.
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