CSAT in Qvasa: Survey Ratings, Customer Comments, and Scores by Agent and Group
Qvasa turns your Zendesk CSAT surveys into dashboards. You can see your CSAT score and response rate, read every comment a customer left with a rating, score each agent and group at the moment the customer rated, and track how many bad ratings your team turned around. This article covers how to get ratings into Qvasa in real time, then every CSAT metric and when to use it.
Step 1: Turn on the CSAT survey webhook
The CSAT survey webhook sends every rating to Qvasa the moment the customer submits it, along with their comment and the reason they picked. We recommend every account turns it on.
Why it matters: without the webhook, a rating reaches Qvasa only when something else changes on the ticket. A bad rating usually reopens the ticket, so it arrives right away. A good rating usually changes nothing until the ticket closes, often days later. Until then, good ratings look undercounted against bad ones. With the webhook, good and bad ratings arrive on the same timing.
You need to be an admin in Qvasa, and your Zendesk account must be connected.
In the left-hand menu, open Settings and click Manage Zendesk Webhooks.
Find the row named qvasa_csat_survey_webhook and click Create in Zendesk.
Qvasa creates the webhook in your Zendesk and confirms it. The row then shows Exists in Zendesk and Trigger Built In: nothing else to set up.
Ratings submitted from then on arrive in real time. Ratings given before you turned it on keep the data Qvasa already had from the ticket's history.
Your CSAT score and survey engagement
These quick stats read Zendesk's own survey data on each ticket, so good and bad ratings are counted on the same timing:
CSAT Score (survey data): the percent of answered surveys rated good. Use it as your headline score.
CSAT Ratings Received, Good Ratings Received and Bad Ratings Received: how many surveys were answered in the period.
CSAT Surveys Offered: how many tickets were sent a survey.
CSAT Response Rate: of the tickets offered a survey, the percent whose customer answered it.
By survey date and by solve date: the CSAT score and survey counts can also be dated by when the customer rated, or by when the ticket was solved. Use the solve-date versions to match Zendesk Explore's CSAT reports.
New: every survey response, with its comment
The CSAT Survey Responses table lists every rating a customer submitted, newest first, with the comment they wrote, the reason they picked, and the agent and group the ticket had when they rated. Find it in the widget picker under Customer Satisfaction.
Columns: Rated At, Rating, Customer Comment, Agent, Group, Reason Code and View in Zendesk. You can also add Comment At, Agent Email, Ticket ID, Channel, Ticket Summary, DSAT Reason, Ticket Tags, Raw Rating Value and View in Qvasa.
Widget settings: Rating (All ratings, Bad only or Good only), Only responses with a comment, and how many responses to show.
Dashboard filters work too: filter by agent, or by any ticket filter such as tags, channel or a Zendesk field.
For example, set Rating to Bad only and tick Only responses with a comment to get a running list of unhappy customers, in their own words:
New: CSAT by agent and by group, at the moment of rating
CSAT (at rating) by agent: the percent of survey responses rated good, credited to the agent assigned to the ticket when the customer rated. It's a donut, an agents-table column, an agent scorecard section and an over-time chart. Show it as a percentage, a fraction (good out of all), or both.
CSAT positive and CSAT negative (at rating) by agent: the counts behind the score, with drill-ins to the tickets.
CSAT (at rating) by group, with its positive and negative counts: the same, by the Zendesk group the ticket was in when the customer rated. It's a donut, a groups-table column and an over-time chart.
Qvasa has two other ways to credit CSAT to agents. Pick the one that matches your question:
CSAT (at rating): who owned the ticket when the customer rated.
CSAT (solved tix): the agent assigned when the ticket was solved.
CSAT for assignments: every agent who was ever assigned the ticket.
New: comments and recovered ratings
CSAT Survey Responses Received: every response, good or bad.
CSAT Responses with a Comment and CSAT Comment Rate: how often customers explain their rating.
CSAT Bad-Rated Tickets: tickets rated bad in the period.
CSAT Bad-Rated Tickets Recovered and CSAT Bad-Rated Ticket Recovery Rate: of the tickets rated bad, how many customers later changed their rating to good and kept it there. It shows whether following up on a bad rating turns it around. A bad rating from the period can still be recovered after the period ends, so the number for a past period can grow.
Responses, not tickets: the response metrics count each rating. A customer who changes a rating from bad to good (or back) adds a second response. The recovery metrics count tickets.
AI-inferred CSAT and dissatisfaction reasons
Most customers never answer a survey. If your account uses Qvasa's AI, Inferred CSAT reads each conversation and judges whether the customer left satisfied, so you get a score on every ticket, not only the surveyed ones. It comes as a score, by agent, and broken down by group, organization, macro, phone number, contact reason or any ticket field. DSAT Reasons sorts the tickets rated bad by why the customer was unhappy.
Good to know
The response metrics show once ratings can reach Qvasa: through the CSAT survey webhook, or through Qvasa reading your tickets' history. If you can't find them in the widget picker, turn on the webhook (Step 1) or contact us.
Comments are customer text. On accounts that redact personal data in exports, the Customer Comment and Ticket Summary columns are redacted in CSV exports. Comments are cleared along with your account's other sensitive data, on your data retention schedule.
Group: if Qvasa hasn't synced a Zendesk group yet, the table shows the group's Zendesk ID.
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