CSAT Response Suite

CSAT Response Suite gives support teams two workflows in one install: a ticket sidebar app for case-level CSAT context, and a dashboard app for operational CSAT analysis.

Ticket sidebar - Agents can view CSAT for the current ticket (legacy or survey), including rating, scale, reason, and comments when available. The sidebar also shows requester-level context with recent requester feedback and a requester CSAT score calculated from up to 5 previous rated interactions before the current ticket.

Satisfaction Dashboard - Teams can analyze feedback across tickets with filters for date range, source, score, comment presence, assignee, group, and organization. Users can customize visible columns, switch interface language, and export filtered results to CSV, XLSX, or PDF.

Performance-focused behavior - The sidebar uses progressive loading so current ticket details appear first. The dashboard reuses loaded data for faster filtering and includes refresh controls for explicit reloads.

Requires Zendesk Support Professional or Zendesk Suite Growth (or higher) with CSAT enabled.

Data use - The app reads Zendesk ticket data, satisfaction ratings, ticket audits, survey responses, users, groups, organizations, and ticket form metadata needed to display CSAT insights in-app. Data is displayed in Zendesk app surfaces and is not sent to an external backend by this app. For more details, see our privacy policy.