Taking customer feedback further: Zendesk CSAT vs SweetHawk Survey app

Capturing customer feedback is one of the most important parts of any support process. Zendesk makes this easy with its built-in CSAT surveys, which give you a quick way to measure satisfaction and collect comments from end-users after a ticket is solved.

For many teams, that’s more than enough: a simple Good/Bad rating and a comment box is all you need to keep a pulse on how support is going.

But what if you want to ask more than one question? Or run an NPS survey at the same time as CSAT? Or feed survey answers directly back into ticket fields for workflow automation?

That’s where the SweetHawk Survey app for Zendesk comes in.

🎯 Feature Comparison

Here’s how Zendesk CSAT stacks up against SweetHawk’s Survey app:

FeatureSweetHawk Survey AppZendesk CSATQuestion types✅ 0–10 (NPS), 1–5 stars, Good/Bad, happy/sad/meh, single/multi-choice, free text🟡 Good/Bad with comment; newer version supports single scale/emojiNumber of questions per survey✅ Unlimited questions➖ Single rating + optional commentNumber of surveys you can run✅ Unlimited surveys🟡 One survey event per ticket (default after solve)NPS support (0–10)✅ Built-in, can combine CSAT + NPS➖ Not available nativelyBranding and customization✅ Custom branded survey pages🟡 Uses Zendesk email templates; limited stylingLanguages / localization✅ Translates into all languages enabled in Zendesk✅ Localize via Zendesk dynamic contentIn-app reporting✅ Ready-made averages, NPS, breakdowns in-app➖ Requires Explore for analysisExplore / custom reporting✅ Writes scores/tags/fields for unlimited Explore reports✅ CSAT results available in ExploreFeed survey data into tickets✅ Responses written into fields/tags for workflow + reporting🟡 Rating/comment stored; field mapping requires workaroundsWorkflow automation✅ Trigger actions (tags, fields, task lists) from responses✅ Triggers/automations can react to CSAT eventsWhen surveys can be sent✅ Any time (pre-close or post-close)🟡 Designed for solved/re-solved eventsChannels✅ Works via email & messaging tickets✅ Works via email & messagingFollow-up prompts✅ Add reasons or extra questions after rating✅ Optional comment; reasons on negative ratingsCompatibility notes🟡 Integrates with legacy CSAT; new customizable CSAT push not supported✅ Supports both legacy and new customizable CSAT

✅ = Fully supported   |   🟡 = Partial / constraints   |   ➖ = Not available

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📦 Ideal use cases: When to use what

Zendesk CSAT – Quick, simple feedback built in

• End-user satisfaction tracking: Gather a simple Good/Bad rating and optional comment after tickets are solved.
• Lightweight insights: Use Explore to report on trends across agents, groups, or time periods.
• Seamless setup: Already included in Zendesk; no extra apps needed.

Why it shines: It’s fast, easy to enable, and works well for teams that want straightforward satisfaction feedback without extra complexity.

SweetHawk Survey App – Flexible, multi-question feedback

• Advanced survey design: Ask unlimited questions across multiple formats (CSAT, NPS, stars, happy/sad/meh, multi-choice, free text).
• Branded experience: Fully customize survey pages to reflect your company identity.
• Granular reporting: View results instantly in-app or write responses into ticket fields/tags for deeper Explore reporting.
• Workflow automation: Trigger actions, tags, and task lists based on responses; feed survey data back into tickets as if the customer updated them.

Why it shines: It transforms surveys into a workflow tool—helping you not only measure satisfaction but also collect structured data and drive automation.

🤝 Choosing the right tool for the job

Zendesk CSAT is the best choice when you want quick, lightweight, and native feedback collection. It requires no setup and works well for most support teams.

SweetHawk Survey comes into play when you want to ask more, learn more, and do more with your surveys. It lets you capture richer feedback, run NPS alongside CSAT, and feed customer responses back into workflows for maximum impact.

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