How to add a cool-down period to satisfaction surveys
We use our own survey platform to send satisfaction surveys 24 hours after a ticket has been solved (using the Zendesk automations). Because we don't want to over-question our users, though, we add a cooldown period using a combination of tags, triggers and automations.
Add a custom user field in Zendesk
First add a custom user field to your Zendesk:
- Question type Drop-down list.
- Field title = “Send survey?”
- Add two drop-down options: “Yes” and “No“.
- The corresponding tags are also “yes” and “no“. If you are already using these tags, you can of course change these to anything you like. Remember that some conditions or actions are based on these tags so make sure to use the correct tags.
Add a new automation
This automation will make sure that the Send survey? field is set back to “Yes” after the cool-down period. That way a new survey invitation can be sent when the requester contacts your support team again. And the ticket can finally be closed as this will be the final action to take on it.
- Go to the Admin section in Zendesk and click on Automations.
- Click on Add automation.
- Give it a meaningful title, e.g. “Change “send survey?” to “yes” after 28 days and close ticket”.
- Add the following Conditions.
- Ticket: Tags contains at least one of the following: csr: this tag was added by the “Send survey 24 hrs after ticket is solved” automation. You want to be sure that only those tickets are affected.
- Ticket: Hours since solved (calender) greater than 672: this adds a cool-down period of 4 weeks (672 hours equal 28 days). If you want to send a new survey after 2 weeks (14 days) instead of 4 you put 336 hours (14 days x 24hrs).
- Ticket: Status is Solved: one of the actions in this automation will be to add a tag ‘csr’ (see below). This is to make sure you only send the survey invitation once.
- Requester: Send survey? is No: only when this value is “No” should it change back to “Yes”.
- Add the following Actions.
- Requester: Send survey? is Yes: you need to set it back to “Yes” so that a new survey invitation can be sent next time this person contacts your support team.
- Ticket: Status is Closed: as the status was still “Solved” you can now change it to “Closed”.
- Click on Create automation.
Add a new trigger
This trigger will recognize when a survey is NOT sent. That way you can recognize these tickets and close them faster.
- Go to the Admin section in Zendesk and click on Triggers.
- Click on Add trigger.
- Give it a meaningful title, e.g. “Add tag “no_csr” when no survey sent”.
- Meet all of the following conditions:
- Ticket: Status changed to solved: this trigger should fire as soon as a ticket is set to “Solved”.
- Requester:send survey? is No: the tag ‘no_csr’ should only be added if no survey is sent to the requester this time.
- Ticket: Tags contains none of the following: no_csr, csr: “no_csr” is the tag this trigger will add, you only want to add this tag if it’s not already there. The tag “csr” is added when a survey is sent. You don’t want to add a “no_csr” tag if a survey was actually sent!
- Perform these actions:
- Ticket: Add tags: no_csr: you’ll be able to recognize these tickets and create separate rules for them (as we’ll be doing in this article as well).
- Click on Create trigger.
Edit 2 existing automations
1.”Send survey 24 hrs after ticket is solved”
You need to add a few additional conditions and actions so that the survey is no longer sent for each ticket that is set to “Solved”.
- Go to the Admin section in Zendesk and click on Automations.
- Click on Edit next to the “Send survey 24 hrs after ticket is solved” automation.
- Add no_csr to the condition “Ticket: Tags contains none of the following:”
- Add a new condition: Requester: Send survey? is not No.: the survey will only be sent if that field is either empty or “yes”. (it will be empty if a user contacts you for the very first time)
- Add another Action: Requester: Send survey? equals No. This way the customer requester field will be set to “No” as soon as the survey invitation is sent.
2. Close ticket 24 hours after it’s set to “Solved”
Automations will only fire for tickets that are less than “Closed”. That’s why you’ll need to tweak this automation a bit.
- Go to the Admin section in Zendesk and click on Automations.
- Click on Edit next to the automation that closes your tickets.
- Meet all of the following conditions:
- Ticket: Status is Solved: the tickets should be solved before closing them.
- Ticket: Hours since solved (calender) greater than xx: replace the ‘xx’ by he number of hours you wish to wait before closing tickets for which no survey invitaton was sent. You can keep the same time as the original “close tickets” automation, use the same time-frame as in the cool-down automation or use an even different period of time.
- Ticket: tags contains at least one of the following: no_csr, no: as these tags indicate that no survey was sent you can simply close the ticket.
- Perform these actions
- Ticket: Status is Closed: all you want to do is close the ticket so this will be the only action.
- Click on Submit.
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Thanks for sharing this, Nadia!
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This is exactly what we're looking for. Thanks so much for sharing, Nadia!
Quick question, in the system created automation to send satisfaction survey, there's a meet-all condition for ticket:satisfaction is unoffered. Do we still need this condition if we use your setup?
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hi Ha Luong, I don't use it myself, because we also don't use the Zendesk satisfaction survey (sorry, guys!), but since the check is on whether certain tags are present or not, I'm pretty sure you won't need it.
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Hi! I would like to create an automation to contact the requester after 8 business hours when they answer with bad or bad with comment to the survey. The closest condition I could find was "Hours since requester update", but I'm not sure replying to a survey will qualify as a requester update. What condition should be used in this case?
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Hi Fernando,
You would want to use the Hours since update condition under Meets all of the following conditions. Your automation can look similar to the one I've attached below:
That should get you the results you're looking for.
Hope this helps!
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Thank you! Please close this request. Have a good day!
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Hello!
I'm looking to *only* send a CSR survey when one of my agents replies with a public comment. (This is to avoid sending CSR surveys to auto-replies or other automatic acknowledgements). I have "Privacy: Ticket has public comments," turned on, but I don't know if there's a way to say "Only send if a ticket was UPDATED" with a public comment.
I am aware that my agents can add a "no_csr" tag which will not send a survey (and have this implemented), but I was hoping for something that didn't involve an extra step
Thanks,
Hannah -
Hey @...,
I'm sure there's probably another way, but one thing you could do is have a Trigger that adds a tag when conditions are such that a "Ticket is Updated" "Ticket Comment Is Public" "Current User is Agent" and "Status Changed To Solved." Then, condition your C-Sat on the presence / lack of presence of this tag. Note you should also have a Trigger that removes this tag if the ticket is reopened.
Hope this helps!
Brandon
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