Allow Customers To Opt Out Of Satisfaction Questionaires
Zendesk’s Satisfaction feature allows customers to rate individual tickets after they have been solved. By default, the satisfaction email is sent by an automation. If you have customers that send a high volume of tickets, this additional email may be distracting. This article shows how customers can self service to opt out of the satisfaction notice using an email link on the notice itself.
Customers can still rate satisfaction and comment using the Web Portal or the Help Centre.
Create a User Field to Store Settings
Under Manage>User Fields, create a new custom checkbox to hold whether a customer has opted out of surveys.
Modify the Satisfaction Automation
The default automation created when activating satisfaction is ‘Request customer satisfaction rating (System Automation)’. Locate this automation under Admin> Business Rules>Automations.
Add a new condition to the ‘Meet All of the following conditions’ section to ensure that the ‘Requester: Opt Out of Satisfaction Surveys’ is ‘unchecked’.
The satisfaction automation will no longer fire when the user field is set.
Create an Automation for Customers That Have Opted Out
To ensure that customers that have opted out of notifications can still use Satisfaction, clone the satisfaction automation. Change the condition to only fire when the requester has opted out of surveys.
And the only action needed it to offer the satisfaction rating.
Agents can now manually set whether each customer is to receive the satisfaction notice by selecting the checkbox against the customer's profile. To allow customers to self service, we need to create a new support address and a trigger to process the request.
Create an Unsubscribe Support Address
Under Admin>Channels>Email, create a new support address to monitor the unsubscribe requests. For example, UnsubscribeSatisfaction@yourCompany.zendesk.com
Create an Unsubscribe Trigger
Under Admin>Business Rules>Triggers, create a new trigger.
This trigger will:
- Check for a new ticket sent to the unsubscribe support address.
- Check the requester's satisfaction survey custom field.
- Tag the ticket ‘unsubscribe\_satisfaction\_request’. This will assist with monitoring and reporting.
- Finally, as no action is required by the agent on this ticket, the ticket status can be set to ‘closed’.
Triggers fire in the order they are listed from the top to the bottom. For the Satisfaction Survey Unsubscribe trigger to work correctly, it needs to fire before you normal requester notifications. Re-order the trigger and place it at the top of your list.
Now if the customer emails to UnsubscribeSatisfaction@YourCompany.Zenesk.com, they will be automatically unsubscribed from the satisfaction notice.
Include a Unsubscribe Mail Link
To complete the customer self service we can include a link for them to click to generate an unsubscribe email.
The best place to include this is the satisfaction survey automation. Go back to the satisfaction automation and include the following text in the notice:
To stop receiving Customer Satisfaction surveys, click here and send the email as-is to our team.
Ensure that the address after ‘mailto:’ matches your support address. It may look like this:
Check Your Other Triggers
When the customer clicks to unsubscribe from satisfaction notices, a new ticket is created. You may not want the end user to receive a ticket acknowledgement email for this new ticket.
Check the trigger ‘Notify Requester of Received Request’. By default, this will not fire if a newly created ticket has a solved status. We can modify it also not to fire when the ticket is closed.
Similarly, you may have triggers to notify agents of received requests. Modify these to exclude closed tickets or the tickets that have been tagged with ‘unsubscribe_satisfaction_request’.
Wow, excellent tip Graeme. I will be implementing this immediately
Awesome tip! Thank you so much for sharing it!
I love this tip. Thanks so much for all the clear instructions, Graeme! I'm sure a lot of users will want to set this up.
Great tip! However ... why create a separate ticket to unsubscribe? You could also simply offer the customer to reply back with "NOSAT" and use a similar trigger above, except substituting the trigger condition with, "Comment Text ... Contains at least one of the following words ... NOSAT" to achieve the same result.
And ... as an added bonus, you could add a Liquid Markup "case statement" and append the Notify Requester notifications to state, "You have opted out of surveys. To opt back in, reply back with GIMMESOMESAT" and add a trigger to reverse the process. :)
Liquid Reference: https://support.zendesk.com/hc/en-us/articles/203662146-Using-Liquid-markup-to-customize-comments-and-email-notifications
Aaron, that is a fair point and it removes the need for a dedicated support address. Although that address can be recycled elsewhere. The preference comes down to what you consider to be the best customer experience. Is it preferable for the customer to click and have an an email generated or reply and type NOSAT or similar phrase.
Excellent technology to obtain feedback from customers. It can be used not only for Opt out.
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