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Satisfaction - 1(!) Follow Up after good Satisfaction rating
Posted Nov 30, 2022
Hello oh wise folks!
I am trying to implement a follow-up to lead customers who rate positive with comment in the satisfaction rating to Trustpilot.
The logic I want is: Good rating with comment happens --> send mail to customer who gave the good rating
But I only want to do this once per customer per X Time or once at all if nothing else is possible. Can i set a TAG to a customer who already got the mail and filter for said tag?
I am new to setting Triggers in Zendesk - so thanks for any idea how it works!
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8 comments
Lou
Dennis Welz
Absolutely. In your conditions for the trigger, you'll have Tags>Contains none of the following like so:
Then under the actions, you'll add the tag. Keep in mind it will never fire again if you do this, so be sure that's what you want.
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Dennis Welz
Hey Lou
I suppose this need customer / organization tags to be activated? I just found about those. They are visible by the customer - correct?
Can they also be removed by an automatization? That would basically make it very easy to also use a timeframe.
Thanks a bunch for your time!
D.
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Lou
Dennis Welz
No. This would be a ticket tag that you add in the trigger. It has nothing to do with customer/org tags.
They can be removed by automation (also another trigger or a macro). We do this for a number of processes.
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Dennis Welz
I am really sorry for my confusion Lou
A Ticket TAG would be something set to the ticket - not to the customer - won't it? How then would this prevent the customer from getting multiple mails - if it's ticket specific would it not only work for one specific ticket and if the same customer has 10 Tickets, 10 triggers / mails would appear?
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Pedro Rodrigues
Hi Dennis Welz, the quickest and easiest way is to email the requester as soon as satisfaction changes to Good with comment. This also increases the likelihood of the person reading your email (i.e. if they rated the ticket, they probably just opened the CSAT survey email, therefore they might still be reading their emails).
Example:
That said, we can complicate things here... Having this running N times per customer, or every X days is also possible, but it requires a bit more work.
As an example of a way to achieve this, we'd need to create:
Let's say we only want to send CSAT every 7 days or more.
User field
Create a custom date user field, I'll name it "Last checked for CSAT" for this example, and its key will be 'csat_date'.
Webhook
Create an "Update Requester" webhook that sends a PUT request to the https://yoursubdomain.zendesk.com/api/v2/users/{{ticket.requester.id}}.json endpoint (make sure to replace 'yoursubdomain' with your own Zendesk subdomain).
Automation
Conditions (ALL):
Actions:
Trigger: invalid cases
Conditions (ALL):
Actions:
This trigger will just remove the validation tag added by the automation, so that the latter can check again one hour later or so:
Trigger: tag valid cases
Important: this trigger has to be positioned below/after the first one that detects invalid cases.
If the previous automation doesn't remove the validation tag, it's probably because "Last checked for CSAT" date is greater than 7 days.
Conditions (ALL):
Actions:
The webhook will update the new custom user field with the current date:
Resuming, what will happen is:
That's it! I tested this and it's working as intended.
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Dennis Welz
Thanks a lot Pedro!
Its great there is a way to do it.
Would be easier if they just had it as trigger such as there is a follow-up with a bad rating - but oh well.
Thanks!
D.
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Raphaël Péguet - Officers.fr
Mine stopped working since 03/31/2023 and it's not because of security settings / password / user changes on my side
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Raphaël Péguet - Officers.fr
It used to work with created_at only but now _with_timestamp is mandatory, like this created_at_with_timestamp
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