Forrest Gamba

Tetiana Gron When is the delivery date for this new experience? It was very disheartening to read through a year of requests here from so many Zendesk users only to be told that this hadn't been recognized as an issue you wish to address as a company. 

Will this new CSAT experience also include after call survey functionality? I've built out a email follow up work around to this serious lacuna in Zendesks CSAT offering but ideally there could be an after call survey like is standard in so many other systems. 

Hello,

I'm looking to transition our FAQ's from our website to Zendesk Guide. We use Guide extensively for our internal team for our main brand and we do not want our clients to be able to access this. Therefore, I have set up a separate brand which I plan to make into a public help center/guide so we don't have to mess with putting barriers in place to hide our 100+ internal articles. 

I've been reading through articles but am not finding a clear answer to the question: Can I simply make this new Guide visible to the public via the webpage link without our clients having to sign into the help center? If I remove user profiles as an option, does that automatically make it public? We do not want any sign in barrier's for our clients, we simply want to use Guide to provide them our FAQ and other resources and gather data on what they engage with the most via Explore.

Thank you!

Hi @... thank you for responding to me. I inherited this Zendesk instance and it appears the previous admin made changes to the original automation recipe as  "Privacy > Is > Ticket has public comments" is not a part of it.

Here is what we currently have in use. If you can send an example of what the default automation should look like? I pull up the one listed in this article but it also does not have that condition so I'm concerned it maybe out of date. About the Support default automations – Zendesk help. I am also not seeing an option to specifically clone the automation so if you could point out where that option lives I'd very much appreciate it!

Thank you!!!!

Unfortunately I did not have success with the changes above. I've yet to have a survey be filled out after a phone call only. We have to have continued the ticket on email for this to occur. 

Any suggestions for what the automation would need to look like to ensure it sends out the survey would be very much appreciated. 

@... I see you've added an official comment to this thread saying that emails can be sent out as survey's after a phone call. Can you please direct me to where I can find updated specific instructions about how to do this in Automations and Triggers? I attempted to just remove restrictions from my current automation as shown in my screenshot but that did not have the desired effect. When we speak with clients our first step is to get their email so most of our end users who call have both Email listed with a phone number so this would be the best solution for us. 

Brandon Tidd

Thank you for getting back to me so quickly!

I have the "allow customers to rate tickets" box checked under End Users.

I've attached here a screenshot of the survey Automation as it stands. I believe if I removed the sections I highlighted then that should allow Phone Call tickets with end users that have an email added to begin receiving surveys, yeah?

Thank you again for your help here!

Chiming in here as well. (editing after seeing you are a moderator and not a Zendesk employee, my apologies) 

Brandon Tidd could you help me pinpoint the automation/trigger recipe discussed in this thread that would ensure that once a Talk ticket has been closed, if the client's contact contains an email address, our Survey Automation would be triggered to send out a email survey? 

thank you!