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CSAT Survey issues
Posted Aug 24, 2023
I have a survey link.
So my question is:
Is it possible to send this survey link to the social media platforms by using the ZENDESK triggers?
Maybe there is a way because it is a just link, nothing special.
Can someone answer my question?
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3 comments
Jahn
Hey David Weber - does your social media account connected to Zendesk and is/are creating tickets?
If yes, then you can add that survey link using trigger. Example below:
Channel>is>Facebook Post/Facebook Messenger/Facebook PM
Under Actions you can add your survey link.
Hope this helps! Feel free to add your specific use case in here for so admins/moderator can provide their recommendations and suggestions.
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Davit Gelashvili
Hi, thanks for the reply.
Yes, it is connected.
So as I understood from your explanation the cast survey will go to the e-mail of the user and not in the chat?
It is the same as it was nothing has changed.
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Joyce
Hello Davit,
When you enable the social messaging feature in our account, the trigger Request customer satisfaction rating (social messaging) is automatically activated. This trigger is the one responsible for sending the
GoodandBadoption to the social messaging ticket once it is solved. There's currently no option to change the link or options that this trigger is sending via message. If you would like the send a survey link to your customer instead, it will be Jahn's suggestion that you do as the trigger does not have an action to send a message/chat - only email.0