Which ratings does Dispute send?

Dispute sends the ratings that count against your CSAT score: any rating your Zendesk survey counts as Negative. Ratings Zendesk counts as Positive don't lower the score, so Dispute doesn't send them.

It follows your survey settings

• It works with any scale or style: numbers, emoji or your own wording.
• On Zendesk's 5-point survey, 1, 2 and 3 count as Negative by default, and 4 and 5 as Positive.
• Your CSAT score in Zendesk is the share of Positive ratings, so Dispute sends exactly the ratings that lower it.

Check what Dispute found

⚙️ Team settings shows your survey and which ratings it sends, for example: "Your Zendesk survey: 5-point, numbers. Dispute sends the ratings Zendesk counts as Negative." This needs Zendesk Professional or above.

💡To see which ratings count as Negative in Zendesk, go to Admin Center → Objects and rules → Business rules → Customer satisfaction. Zendesk explains its scales in Sending a CSAT survey to your customers.