Workflow: How to send satisfaction surveys when tickets get solved

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
• Step 2: Create a trigger to send the satisfaction survey

Step 1: Deactivate the default automation

1. Go to Admin Center, and open the Automations page
2. 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

1. Create a new trigger
2. Add the conditions below under Meet ALL of the following conditions
   • Object > Ticket > Status category | Changed to | Solved
   • Object > Ticket > Satisfaction | Is | Unoffered
3. Add the actions below under Actions
   • Object > Ticket > Satisfaction | offered to requester
   • Notify by > User email | Ticket > (requester)
4. 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.