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Reconcile Zendesk CSAT with Simplesat feedback
Report
Cross-Connector

See where Zendesk CSAT and Simplesat feedback disagree

For support analysts who collect satisfaction in both Zendesk and Simplesat and want them lined up ticket by ticket, by asking their AI assistant.

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Reconcile Zendesk CSAT with Simplesat feedback
Compare our Zendesk CSAT with Simplesat feedback for the last 30 days.
Across 38 tickets rated in both systems, Zendesk and Simplesat agree on 34, an 89 percent agreement rate. - Disagree: 4 tickets, such as 51322, good in Zendesk but negative in Simplesat - Rated in Zendesk only: 17 tickets - Rated in Simplesat only: 9 responses Want the disagreement table with comments?
Zendesk
Sample figures. Your results come from your own account.
zendesk-get-satisfaction-rating
simplesat-list-responses
simplesat-list-answers

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Zendesk

Zendesk
Run it on your own Zendesk data.

Connect Zendesk, pick your AI tool and paste the prompt.

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The problem

Two satisfaction scores that do not agree

Teams that collect satisfaction in both Zendesk and Simplesat find the two do not always agree, and some tickets are rated in only one. Lining them up ticket by ticket is tedious, so nobody knows which score to trust.

Without PopdockAI

  • Export Zendesk ratings and Simplesat responses
  • Match them by ticket in a spreadsheet
  • Decide by hand what counts as a disagreement
  • Report one score without knowing the gap

With PopdockAI

  • Zendesk ratings are linked to Simplesat responses by ticket
  • Good and bad are compared with Simplesat sentiment
  • Neutral answers are never counted as a clash
  • One sided ratings are listed and the cap is stated

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** For tickets rated between `{from-date}` and `{to-date}` (default: the last 30 days up to today), find where the Zendesk satisfaction rating and the Simplesat feedback disagree or where only one system has a rating.

**Step 1: Zendesk ratings**

Call `zendesk-get-satisfaction-rating` with `created.from` = {from-date} and `created.to` = {to-date}. Keep ratings with a real score (skip "offered" or "unoffered").

**Step 2: Simplesat responses**

Call `simplesat-list-responses` with `created_from` = {from-date} and `created_to` = {to-date}. Then, for each Zendesk rating's `ticket-id`, call `simplesat-list-responses` with `ticket_id` = that id to link responses to tickets. Stop after 50 tickets and say the list was capped.

**Step 3: Compare**

For each linked response, call `simplesat-list-answers` with `response_id` = the response's `ID` and take the sentiment of the rating answer. Treat Zendesk "good" as positive and "bad" as negative.

**Step 4: Report**

Three tables:

1. **Disagree**: ticket id, subject, assignee, Zendesk score and comment, Simplesat sentiment and comment.
2. **Rated in Zendesk only**: ticket id, subject, Zendesk score.
3. **Rated in Simplesat only**: response id, customer name, survey name, sentiment (from the Step 2 date-range list, responses that did not link to any Zendesk rating).

End with counts for each table and the agreement rate across tickets rated in both.

**Rules & Guidelines:**

* `zendesk-get-satisfaction-rating` is on the zendesk server. `simplesat-list-responses` and `simplesat-list-answers` are on the simplesat server.
* This prompt is read-only. Do NOT call `zendesk-update-ticket`, `zendesk-add-ticket-comment` or `simplesat-update-answer`.

**Validation:**

* If neither system returns ratings in the range, say so and stop.
* A neutral Simplesat sentiment is not a disagreement with either Zendesk score; list it under Disagree only when the scores are opposite.

Who it's for

One answer, three teams that use it

Support analysts

Measure how well the two scores agree

Get an agreement rate and a table of disagreeing tickets, so you can explain why the numbers differ.

What is the agreement rate between Zendesk CSAT and Simplesat sentiment this quarter?

Customer experience managers

Find the tickets worth a closer look

Tickets rated good in one tool and bad in the other often hide a story. See them listed side by side.

List tickets from last month rated good in Zendesk but negative in Simplesat.

Support operations

Spot gaps in survey coverage

See which tickets were rated in only one system, so you can check your survey triggers.

Which Zendesk tickets in the last 14 days have a CSAT rating but no Simplesat response?

How it works

What PopdockAI does when you ask

You give a date range, and your AI assistant lines up both satisfaction sources ticket by ticket. It reports the agreement rate and the gaps, and changes nothing.

01

Ask

You give a date range.

Your AI tool

02

Read

It reads Zendesk ratings and links each ticket to its Simplesat responses.

zendesk-get-satisfaction-rating
simplesat-list-responses
simplesat-list-answers

03

Compare

It compares good and bad with Simplesat sentiment, never counting neutral as a clash.

No items found.

04

Report

You get three tables with counts and the agreement rate.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for Zendesk and one secure connection to your AI tool. No code, no exports.

get-data

zendesk-get-satisfaction-rating

Returns Zendesk customer satisfaction (CSAT) ratings with the score, the customer's comment and reason, and the ticket, agent and group they relate to. Filter by score or date to find bad ratings.
get-data

simplesat-list-responses

Returns Simplesat survey responses with the customer who gave them, the survey, the source and any linked support ticket. Filter by customer, survey, ticket, source or a created or modified date range. Read-only.
get-data

simplesat-list-answers

Returns individual survey answers from Simplesat, with the choice given, its label, the sentiment and whether it has been published as a testimonial. Filter by response, question, survey, sentiment or a created or modified date range. Read-only.
Read only.Nothing in Zendesk Changes

This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.

How Popdock AI secures your data

The outcome

Know how far your two satisfaction measures agree

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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