Zendesk sends satisfaction surveys 24 hours after a 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 to send the 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.