When satisfaction reasons are enabled in your Zendesk Support account, and a user gives a negative rating to a solved ticket, a follow-up question is presented to the user. The question includes a list menu of possible reasons for the negative rating. You can use this API to inspect the list of reasons.

You must use the admin interface to add or remove reasons. See Customizing and localizing satisfaction reasons in the Support Help Center.

JSON Format

Satisfaction Reasons are represented as JSON objects with the following properties:

Name Type Read-only Mandatory Description
created_at string true false The time the reason was created
deleted_at string true false The time the reason was deleted
id integer true false Automatically assigned upon creation
raw_value string false false The dynamic content placeholder, if present, or the current "value", if not. See Dynamic Content
reason_code integer true false An account-level code for referencing the reason. Custom reasons are assigned an auto-incrementing integer (non-system reason codes begin at 1000). See Reason codes
updated_at string true false The time the reason was updated
url string true false API URL for the resource
value string false true Translated value of the reason in the account locale

Reason codes

The follow-up question has the following default reasons the user can select for giving a negative rating:

Code Reason
0 No reason provided (the user didn't select a reason from the list menu)
5 The issue took too long to resolve
6 The issue was not resolved
7 The agent's knowledge is unsatisfactory
8 The agent's attitude is unsatisfactory
1000 Some other reason

An admin in Zendesk Support can create custom reasons. Any custom reason is assigned a code of 1000 or higher when the reason is created. See Customizing and localizing satisfaction reasons in the Support Help Center.

Example

{  "created_at": "2011-07-20T22:55:29Z",  "deleted_at": "2012-03-12T12:45:32Z",  "id": 35436,  "raw_value": "{{dc.reason_code_1003}}",  "reason_code": 1003,  "updated_at": "2011-07-20T22:55:29Z",  "url": "https://example.zendesk.com/api/v2/satisfaction_reasons/35436.json",  "value": "Agent did not respond quickly"}

List Reasons for Satisfaction Rating

  • GET /api/v2/satisfaction_reasons

List all reasons for an account

Allowed For

  • Admins

Using curl

curl https://{subdomain}.zendesk.com/api/v2/satisfaction_reasons.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "reasons": [    {      "created_at": "2011-07-20T22:55:29Z",      "id": 35436,      "raw_value": "{{dc.reason_code_1000}}",      "reason_code": 1000,      "updated_at": "2011-07-20T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/satisfaction_reasons/35436.json",      "value": "Agent did not respond quickly."    },    {      "created_at": "2011-07-20T22:55:29Z",      "id": 120447,      "raw_value": "{{dc.reason_code_1000}}",      "reason_code": 1001,      "updated_at": "2011-07-20T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/satisfaction_reasons/120447.json",      "value": "Issue is not resolved."    }  ]}

Show Reason for Satisfaction Rating

  • GET /api/v2/satisfaction_reasons/{satisfaction_reason_id}

Allowed For

  • Admins

Parameters

Name Type In Required Description
satisfaction_reason_id integer Path true The id of the satisfaction rating reason

Using curl

curl https://{subdomain}.zendesk.com/api/v2/satisfaction_reasons/{id}.json \  -v -u {email_address}:{password}

Example Response

Status 200 OK
{  "reason": [    {      "created_at": "2011-07-20T22:55:29Z",      "id": 35121,      "raw_value": "{{dc.reason_code_1000}}",      "reason_code": 1000,      "updated_at": "2011-07-20T22:55:29Z",      "url": "https://company.zendesk.com/api/v2/satisfaction_reason/35121.json",      "value": "Agent did not respond quickly."    }  ]}