How can I send satisfaction surveys when tickets gets solved?

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9 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
    Zendesk Customer Care

    Hello Tina,

    Here's a helpful article that answers your question: Improving satisfaction ratings

    The link is valid until the ticket closes. 

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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
    Zendesk Customer Care

    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 Rica

    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
    Zendesk Customer Care

    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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