Send Immediate Satisfaction Surveys in Zendesk
How can I send satisfaction surveys immediately after solving a ticket in Zendesk?
To send satisfaction surveys immediately after solving a ticket, you need to deactivate the default automation and create a new trigger.
First, go to the Admin Center and open the Automations page. Deactivate the automation titled 'Request customer satisfaction rating (system automation)'. Then, create a new trigger with the conditions: Ticket Status category changed to Solved and Ticket Satisfaction is Unoffered. Under actions, set Ticket Satisfaction to offered to requester and notify by User email. For more details, check the originalZendesk article.
More related questions
What steps are involved in deactivating the default satisfaction survey automation in Zendesk?
Deactivating the default satisfaction survey automation in Zendesk is a simple process. Navigate to the Admin Center and open the Automations page. Locate the automation titled 'Request customer satisfaction rating (system automation)' and click…
How do I create a trigger to send satisfaction surveys in Zendesk?
Creating a trigger to send satisfaction surveys in Zendesk involves setting specific conditions and actions. First, create a new trigger and add conditions such as Ticket Status category changed to Solved and Ticket Satisfaction is Unoffered. Then,…
Can I send satisfaction surveys through a push notification instead of email in Zendesk?
While Zendesk's default setup sends satisfaction surveys via email, you can use third-party solutions to send surveys through push notifications. Apps available in the Zendesk marketplace, like Nicereply, allow you to customize survey delivery…
How long is the satisfaction survey link valid in Zendesk?
The satisfaction survey link in Zendesk remains valid until the ticket is closed. This means that customers can provide their feedback at any time before the ticket is officially closed, giving them flexibility in responding to the survey.
Is it possible to combine ticket resolution and satisfaction survey messages in Zendesk?
Yes, you can combine ticket resolution and satisfaction survey messages in Zendesk by using macros and triggers. Create a macro that adds a tag when solving a ticket. This tag can be used to differentiate between triggers for normal replies and…
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