Satisfaction Reasons

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

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). See Reason codes
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
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
100 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
{
  reason: {
    "id":              35436,
    "url":             "https://company.zendesk.com/api/v2/satisfaction_reasons/35436.json",
    "reason_code":     1003,
    "value":           "Agent did not respond quickly",
    "raw_value":       "{{dc.reason_code_1003}}",
    "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",
  }
}