Satisfaction Reasons

When satisfaction reasons are enabled in your Zendesk Support account, a follow-up question is displayed when customers give a negative rating in the satisfaction survey sent to them after their ticket is solved. Their answer allows you to understand the specific reasons why a customer was unhappy with your service. You can use this data to make improvements to your customer service and products.

JSON Format

Name Type Read-only Mandatory Comment
id integer yes no Automatically assigned upon creation
url string yes no API URL for the resource
reason_code integer yes no An account-level code for referencing the reason. Custom reasons are assigned an auto-incrementing integer (non-system reason codes begin at 1000).
value string no yes Translated value of the reason in the account locale.
raw_value string no no The dynamic content placeholder, if present, or the current "value", if not. See Dynamic Content
created_at date yes no The time the reason was created
updated_at date yes no The time the reason was updated
deleted_at date yes no The time the reason was deleted
Example
{
  reason: {
    "id":              35436,
    "url":             "https://company.zendesk.com/api/v2/satisfaction_reasons/35436.json",
    "reason_code":     1000,
    "value":           "Agent did not respond quickly.",
    "raw_value":       "{{dc.reason_code_1000}}",
    "updated_at":      "2011-07-20T22:55:29Z",
    "created_at":      "2011-07-20T22:55:29Z",
    "deleted_at":      "2012-03-12T12:45:32Z",
  }
}

List Reasons for Satisfaction Rating

GET /api/v2/satisfaction_reasons.json

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": [
    {
      "id":              35436,
      "url":             "https://company.zendesk.com/api/v2/satisfaction_reasons/35436.json",
      "reason_code":     1000,
      "value":           "Agent did not respond quickly.",
      "raw_value":       "{{dc.reason_code_1000}}",
      "updated_at":      "2011-07-20T22:55:29Z",
      "created_at":      "2011-07-20T22:55:29Z",
    },
    ...
    {
      "id":              120447,
      "url":             "https://company.zendesk.com/api/v2/satisfaction_reasons/120447.json",
      "reason_code":     1001,
      "value":           "Issue is not resolved.",
      "raw_value":       "{{dc.reason_code_1001}}",
      "created_at":      "2012-02-01T04:31:29Z",
      "updated_at":      "2012-02-02T10:32:59Z",
    }
  ]
}

Show Reason for Satisfaction Rating

GET /api/v2/satisfaction_reasons/{id}.json

Allowed For:
  • Admins
Using curl
curl https://{subdomain}.zendesk.com/api/v2/satisfaction_reasons/{id}.json \
  -v -u {email_address}:{password}
Example Response
Status: 200 OK

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