Satisfaction - 1(!) Follow Up after good Satisfaction rating

6 Commentaires

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    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
    Community Moderator
    The Product Manager Whisperer - 2022

    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
    Community Moderator

    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:

    • An automation that will be looking for valid tickets every hour
    • A couple of triggers that check if it's a valid or invalid case
    • A webhook that will be used as a trigger action for valid cases
    • A user field that will be used to store the last time we sent a CSAT notification to the requester

    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):

    • Status is Solved
    • Satisfaction is Good with comment
    • Tags do not contain csat_check, csat_check_valid

    Actions:

    • Add tags csat_check

    Trigger: invalid cases

    Conditions (ALL):

    • Ticket is updated
    • Update via is automation
    • Tags contain csat_check
    • Tags do not contain csat_check_valid
    • Last checked for CSAT is within the previous 7 days

    Actions:

    • Remove tags csat_check

    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):

    • Ticket is updated
    • Update via is automation
    • Tags contain csat_check
    • Tags do not contain csat_check_valid

    Actions:

    • Add tags csat_check_valid
    • Email requester (...)
    • Notify webhook "Update Requester" with the JSON body below:
    { "user": {
        "user_fields": {
          "csat_date": "{{ticket.updated_at_with_timestamp}}"
                }
            }
    }
    • Remove tags csat_check

    The webhook will update the new custom user field with the current date: 

    Resuming, what will happen is:

    • The automation will constantly be checking all "Good with comment" tickets
    • If a requester has a new ticket rated "Good with comment", and more than 7 days have passed since the date on "Last checked for CSAT" (ie. they had a previous ticket they rated positively with a comment), the case is considered valid
    • Consequently, the user will be notified again for that new ticket they rated and commented
    • The current date will be set on their profile in "Last checked for CSAT" 

    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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