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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.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
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.
**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.
02
Read
It reads Zendesk ratings and links each ticket to its Simplesat responses.
03
Compare
It compares good and bad with Simplesat sentiment, never counting neutral as a clash.
04
Report
You get three tables with counts and the agreement rate.
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.
zendesk-get-satisfaction-rating
simplesat-list-responses
simplesat-list-answers
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.
The outcome
Know how far your two satisfaction measures agree
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
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