Satisfaction Reasons

Note: The endpoints listed on this page are for the legacy CSAT feature. We recommend you use survey responses for more accurate and relevant feedback. For more information, see Survey responses, Survey offered event, and Survey response submitted event. See also Setting up the CSAT survey. If you are using the legacy CSAT, you must deactivate legacy CSAT and manually deactivate any custom CSAT automations and triggers before you can use survey responses. You can have only one CSAT option activated at a time.

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 Items
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

Code Samples

curl

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

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/satisfaction_reasons"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/satisfaction_reasons")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/satisfaction_reasons',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/satisfaction_reasons"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/satisfaction_reasons")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// 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

Code Samples

curl

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

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://example.zendesk.com/api/v2/satisfaction_reasons/35121"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/satisfaction_reasons/35121")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://example.zendesk.com/api/v2/satisfaction_reasons/35121',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://example.zendesk.com/api/v2/satisfaction_reasons/35121"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://example.zendesk.com/api/v2/satisfaction_reasons/35121")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// 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."
    }
  ]
}