What Is Customer Happiness in IM?  

1. Good (Satisfied)
   
2. Okay (Neutral)
   
3. Bad (Dissatisfied)
   

Why Are Customer Happiness Ratings Important? 

1. Feedback is only collected once a conversation ends; either manually by an agent or automatically due to inactivity.
   
2. Customers can respond with just a tap; simple and friction-free.
   
3. There’s no extra burden on agents; feedback is automated by Zoho Desk.
   
4. All responses are stored in reports, helping you track trends, monitor team performance, and improve service quality.
   
5. CSAT data can spotlight recurring pain points, helping you tweak your support approach over time.
   

How It Works 

1. When an agent manually closes the ticket after resolving the issue
   
2. When the conversation times out due to customer inactivity
   

How Ratings Are Processed

1. Evaluate both team-wide and individual agent performance
   
2. Identify and address frequent service issues
   
3. Make smart decisions to improve customer experience and retention
   

How to Set Up Customer Happiness Ratings

1. Go to Setup.
   
2. Click on the Setup icon in the top navigation bar.
   
3. Navigate to Customer Happiness.
   
4. Under the General section, select Customer Happiness.
   
5. Click Get Started. This enables the feature for all departments by default.
   

            6. Configure Rating Settings:

1. Rating Question: Enter a question for customers, such as:
   
1. "How satisfied are you with the support you received?"
   
2. "Was your issue resolved to your satisfaction?"
   
2. Rating Options: Customers can choose from three responses:
   
1. Good (Satisfied)
   
2. Okay (Neutral) (This can be disabled if not required.)
   
3. Bad (Dissatisfied)
   

Timeout Mechanism and Feedback Triggers  

1. Auto-close after inactivity
   
2. Manual close by an agent
   

Handling Late Feedback and New Ticket Creation  

Feedback After Timeout

1. If a customer responds after the ticket is closed, Zoho Desk creates a new ticket.
   
2. All agents are notified so the conversation can be picked up again.
   

Only Specific Replies Count as Feedback

1. Feedback is logged when:
   
1. The customer taps a button (Good, Okay, Bad), or
   
2. They type the word “Good”, “Okay”, or “Bad” (case-insensitive)
   
2. If a customer responds with anything other than the specific feedback options, their message is treated as a new inquiry. For example, if they reply with “Thank you” or ask a follow-up question, the system logs it as a new ticket rather than feedback.
   

Agent Notifications

1. New Ticket Notification: Agents are notified whenever a new ticket is created, allowing them to take timely action.
   
2. Feedback-Only Submission: No notifications are sent for feedback-only submissions, helping reduce unnecessary alerts for agents.
   

IM Channel Limitations for Feedback 

Multilingual Support for Feedback Collection  

1. Feedback surveys are sent in the customer’s preferred language.
   
2. You can customize messages for each supported language.
   
3. Multilingual support allows for more accurate and respectful regional analysis.
   

Step-by-Step Breakdown of Ticket Handling and Feedback Processing    

1. Conversation Begins

2. Auto-Close and Feedback Request  

3. Customer Responds Before auto-close (Within the 30-Minute Window)  

4. Customer Responds After the Timeout (Beyond 30-Minute Window)  

5. Customer Types Any Other Response (Before or After Timeout)  

Frequently Asked Questions (FAQ)  

Troubleshooting Guide  

1. Ensure the conversation is closed either manually or via an auto-close timer. Open conversations do not trigger feedback requests.
   
2. Verify that CSAT are enabled under Setup > Customer Happiness.
   
3. Confirm that the IM channel supports feedback collection.
   

1. Late feedback is logged under a new ticket, not the original one; check ticket history.
   
2. Only button responses ("Good," "Okay," "Bad") and exact matches are recorded; typed messages are ignored as feedback.
   
3. Refresh reports or manually export data if feedback is missing due to a system sync delay.
   

1. Zoho Desk does not notify agents when a customer submits a rating.
   
2. If a customer types a different message instead of selecting a button or exact match, it triggers a new conversation and notifies all agents.
   

1. Short auto-close timers may prematurely close the conversation, triggering unnecessary feedback requests. Adjust as needed.
   

1. Feedback submitted after timeout generates a new ticket instead of reopening the closed one.
   
2. If a customer sends a follow-up question instead of selecting a button, the system treats it as a new request.
   

1. Only button selections count or exact match are considered feedback; different typed responses are ignored and start a new conversation.
   

1. Ensure multilingual support is enabled and feedback messages are translated under Customer Happiness settings.
   
2. If no matching translation exists, the system defaults to the primary language.
   

Best Practices  

1. Set an appropriate auto-close timer to avoid closing the conversation too soon or leaving them open for too long.
   
2. Use a delayed feedback request to allow customers time to reflect before submitting a rating.
   

1. Adjust ticket closure settings to give customers enough time to respond before auto-closing.
   

1. Train customers to use rating buttons ("Good," "Okay," "Bad") instead of typing responses.
   
2. Enable multilingual feedback messages so customers receive rating requests in their preferred language.