Question
How can I send satisfaction surveys when I solve tickets?
Answer
Use the below two-step process to send satisfaction surveys immediately when you solve tickets. The first step is to deactivate the default automation that sends out the satisfaction survey.
To deactivate the automation
- Go to Admin Center, and open the Automations page.
- Deactivate the automation titled Request customer satisfaction rating (system automation) by clicking the menu button () > Deactivate.
To create a trigger to send the satisfaction survey
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Status category | Changed to | Solved
- Object > Ticket > Satisfaction | Is | Unoffered
- Add the actions below under Actions.
- Object > Ticket > Satisfaction | offered to requester
-
Notify by > User email | Ticket > (requester)
- Copy the subject and the body content from Request customer satisfaction rating (system automation).
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Status category.
For more information, see the article: Customizing your customer satisfaction survey.
9 Comments
Can this trigger a push notification to our app, instead of just sending an email?
Hello everyone! There is an option to use one of the third-party solutions available in the marketplace. These apps allow you to send post-resolution surveys when you close a ticket. You can edit the number of hours since the ticket was solved after which the survey will be sent. And you can also protect your customers against over surveying.
One of these solutions is Nicereply, if you have any questions feel free to check out our website.
How long is the link valid in the satisfaction survey? Is it good for 72 hours? 1 week?
Hello Tina,
Here's a helpful article that answers your question: Improving satisfaction ratings
Hello - the example seems truncated - it states in the email 'either link below', but ends with 'here is a reminder of what the ticket is about:'
Shouldn't another {{}} be inserted here to get another link? Perhaps ticket.description?
Thanks
Hello Timothy,
Yes, the default uses the placeholder ticket.comments_formatted placeholder. But ticket.description placeholder could work too.
Reference: Enabling and using CSAT
I am trying to send immediate satisfaction surveys and in following your above directions I am not seeing "Satisfaction" offered as an option under "add condition". Help
Hi Kelly,
If you're referring to the "Satisfaction is Offered to the Requester" in this article
It is in the ACTION and not a condition.
Hope this helps.
Hello, community! If you're eager to improve your survey creation skills, explore the NPS and Survey app for Zendesk. This application seamlessly integrates placeholders and offers four survey choices, going beyond the simple "Good" and "Bad" options.
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