Closing a support ticket doesn't always mean you've solved the customer's problem. To check, send a satisfaction survey after a ticket is solved in Zendesk. A customer satisfaction (CSAT) or Net Promoter Score (NPS) survey works well for this. This article shows you how to create the survey in SatisMeter, add it to Zendesk with dynamic content, and send it automatically with a trigger.
In this article:
- How the Zendesk integration works
- Step 1: Creating the survey in SatisMeter
- Step 2: Adding the survey to Zendesk dynamic content
- Step 3: Adding ticket details to the survey link (optional)
- Step 4: Sending the survey with a Zendesk trigger
- See also
How the Zendesk integration works
Zendesk sends the survey email, and SatisMeter collects the responses. This makes it an email-template survey: a survey sent through your own email tool instead of by SatisMeter.
SatisMeter generates an email template for Zendesk. The template passes the Zendesk ticket ID to SatisMeter with each response. By default, the ticket ID is the only ticket detail SatisMeter receives.
Important: The template you download from SatisMeter is website code, not a ready-made Zendesk template. Add it to Zendesk through dynamic content, as the steps below describe.
Step 1: Creating the survey in SatisMeter
Start by creating and styling the survey you want to send:
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Create a new survey in SatisMeter.
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In the survey editor, customize the text and colors to match your brand.
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In the survey editor, choose the Email channel, set the survey live, and save the email template for Zendesk.
Step 2: Adding the survey to Zendesk dynamic content
Zendesk dynamic content lets you save a block of content once and insert it into emails with a placeholder. Use it to hold the survey code, so you don't paste the full template into your trigger email.
- Open the template file you saved from SatisMeter and copy its code.
- In Zendesk, create a new dynamic content item. Give it a name you'll recognize, such as "SatisMeter survey."
- Paste the survey code as the item's content, and save the item.
- Copy the placeholder Zendesk shows for the item. You use it when you set up the trigger.
Step 3: Adding ticket details to the survey link (optional)
By default, the template passes only the ticket ID to SatisMeter. To filter responses by assignee, subject, priority, or status, add those ticket details to the survey link in your dynamic content.
SatisMeter saves these details for filtering only if they're in the survey link. If you skip this step, you can still match each response to its ticket through the ticket ID.
Step 4: Sending the survey with a Zendesk trigger
A trigger sends the survey email automatically when a ticket is solved. For more information, see Zendesk's article About triggers and how they work.
- In Zendesk, create a new trigger that runs when a ticket is solved.
- Add an action that sends an email to the customer who opened the ticket.
- In the email body, paste the dynamic content placeholder you copied in step 2.
- Save the trigger and make sure it's active.
Once the trigger is active, each solved ticket sends the survey, and responses appear in your SatisMeter survey.