Adding Previous Conversation Directly into CSAT Follow-Up

4 Comments

  • Katerina Louka

    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!

    1
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing those solutions, Lou and Katerina Louka!

    1
  • Michael Duran

    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!

    0
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    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.

    0

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