Zendesk sends satisfaction surveys 24 hours after the status of ticket is solved, through a default automation: Request customer satisfaction rating (system automation). To change this behavior and send surveys immediately, follow the two-step process below and send surveys when you solve tickets instead.
This process includes:
Step 1: Deactivate the default automation
- Go to Admin Center, and open the Automations page
- Deactivate the automation titled Request customer satisfaction rating (system automation) by clicking the menu button (
) > Deactivate
Step 2: Create a trigger to send the satisfaction survey
- Create a new trigger
- Add the conditions below under Meet ALL of the following conditions
- Object > Ticket > Status category | Changed to | Solved
- Object > Ticket > Satisfaction | Is | Unoffered
- Add the actions below under Actions
- Object > Ticket > Satisfaction | offered to requester
- Notify by > User email | Ticket > (requester)
- Copy the subject and the body content from Request customer satisfaction rating (system automation)
Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.
For more information, see the article: Customizing your customer satisfaction survey.
11 comments
Balazs Bitay
Can this trigger a push notification to our app, instead of just sending an email?
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Nicereply
Hello everyone! There is an option to use one of the third-party solutions available in the marketplace. These apps allow you to send post-resolution surveys when you close a ticket. You can edit the number of hours since the ticket was solved after which the survey will be sent. And you can also protect your customers against over surveying.
One of these solutions is Nicereply, if you have any questions feel free to check out our website.
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Tina Gardner
How long is the link valid in the satisfaction survey? Is it good for 72 hours? 1 week?
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Zsa Trias
Hello Tina,
Here's a helpful article that answers your question: Improving satisfaction ratings
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Timothy Bogart
Hello - the example seems truncated - it states in the email 'either link below', but ends with 'here is a reminder of what the ticket is about:'
Shouldn't another {{}} be inserted here to get another link? Perhaps ticket.description?
Thanks
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Zsa Trias
Hello Timothy,
Yes, the default uses the placeholder ticket.comments_formatted placeholder. But ticket.description placeholder could work too.
Reference: Enabling and using CSAT
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Kelly 😇
I am trying to send immediate satisfaction surveys and in following your above directions I am not seeing "Satisfaction" offered as an option under "add condition". Help
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Noly Maron Unson
Hi Kelly,
If you're referring to the "Satisfaction is Offered to the Requester" in this article
It is in the ACTION and not a condition.
Hope this helps.
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Growthdot
Hello, community! If you're eager to improve your survey creation skills, explore the NPS and Survey app for Zendesk. This application seamlessly integrates placeholders and offers four survey choices, going beyond the simple "Good" and "Bad" options.
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Luke Aleo
I don't want to send back-to-back messages to our customer, one with the ticket response and a second with the satisfaction request. Is it possible to build these two replies into one message? If so, is there a reason why I wouldn't want to send the satisfaction request along with the resolution message?
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Tony
yes you could. However you need to tell the system that by differenting between the two triggers that are going to run.
For instance, you could use a macro when you are solving the ticket. This macro will add a tag that on update will be read by the proper triggers. For instance, the one you use to send normal replies will have a new condition where the tag added from the macro is absent. The other trigger where the satisfaction reply is used will have the condition where the tag must be present.
You also will need to re-arrange the trigger so it shows your response with placeholders. By doing that, I think you should be able to achieve what you are looking for.
Best,
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