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Adding Previous Conversation Directly into CSAT Follow-Up

Answered


Posted May 12, 2022

We are looking into putting the previous conversation into our CSAT follow-up. 

At the moment we use the placeholder {{ticket.link}} to help customers view the previous conversation. Customers have stated it is difficult because they need to log back into their account to view the conversation.

Any recommendations on how to insert the previous conversation into the CSAT follow up itself? 


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4 comments

Hi Michael,

I believe you could use {{ticket.public_comments_formatted}} to have a copy of the conversation at the end of the satisfaction survey email.

Hope that helps!

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Katerina Louka Thank you for that tip!

Follow-up question: When this is inputted, does the last comment in the conversation show in the ticket? And if so, is there a way to show the last comment from the customer, in case the last comment is from us?

Appreciate it!

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image avatar

Lou

The Product Manager Whisperer - 2022Community Moderator

You should be able to find what you're looking for here:

Zendesk Support placeholders reference

Lots of good stuff all over that page. I use it a LOT. Inputting ticket data into a comment or a subject, for instance.

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image avatar

Nicole Saunders

Zendesk Community Manager

Thanks for sharing those solutions, Lou and Katerina Louka!

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