Send a survey after solving a Zendesk ticket

Learn how to share your customer satisfaction (CSAT) survey after closing a Zendesk ticket

Agnieszka avatar
Written by Agnieszka
Updated over a week ago

With Survicate, you can create email surveys to send them via Zendesk.

If you use a mailing list in Zendesk to distribute your surveys, we automatically capture subscribers' email, ticket ID, and agent - so you'll know who responded to your survey! You'll be able to filter survey results by these attributes, too. You can also add any attributes to your survey link supported by Zendesk.

There are two ways to distribute your survey with Zendesk:

Step 1. Create an email survey

Step 1. Create your survey from the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template, create a survey with AI, or start from scratch. Build your survey by adding your questions and applying survey logic.

❗️Please Remember! If you want to embed your survey in an email, the first question of your survey needs to be either a Welcome message, Single choice, Smiley scale, Rating scale, or a Net Promoter Score®. If you choose any other type of question as to the first one, we will only provide you with the link to your survey.

Step 2. Design your survey experience

Customize your survey page in the Design tab by adding your company logo and changing colours. Make your surveys entirely branded as your own!

You can also enable navigation, a progress bar, email answers confirmation, or modify the survey's messages in the settings.

Step 3. Configure the survey settings

Once you are ready with your survey, head on to the Configure tab and pick Zendesk as the distribution tool under Identify respondents with:

Under the Configure tab, you can also enable other options, such as multiple responses.

Step 4. Optional: Set up integrations for your email survey

In the Connect tab, you can connect the survey with any tool you use or set up Email Notifications whenever a survey is answered. With this option, you can also send the collected responses to your apps.

Step 5. Share your survey

Head to the Share tab and decide how you'd like to send your survey.

  • Direct link

Grab a link to your survey from the Copy Link button, and hide it behind a CTA button or hyperlink.

  • Launch in an email

Display its first question directly in the email's body and let the users start the survey directly from the message. They'll then be redirected to a landing page to take the rest of the survey.

1. Click Get your code, then copy the HTML code.

2. Go to Zendesk > Admin > Automations. You can create a new automation for your survey or add your survey to existing automation. To create a new trigger, click the "new automation" button.

3. Then, set up the triggers for your automation. We chose to send our survey 8 hours after a ticket is closed. You can change these triggers

4. Set up the notification to Email user > Requester (or CCs). Enter a subject for your email, such as "Rate the support you've received" and paste the HTML code or the survey link to the email body.

Once you've got everything ready, send your email, and get ready to dive into your insights.

Best practices

Send responses to Zendesk as tags or attributes

You can enable Zendesk integration in the Connect section of your survey and choose to create new tickets, update existing ones or add comments to them based on survey responses.

Collect information about the respondents

When sending the survey via Zendesk, we'll automatically recognize the respondent's email, ticket ID, and agent. You can also add any other Zendesk attributes to your survey link to identify the respondents with this data.

📞 If you have any questions about sending a survey via Zendesk - feel free to reach out to our team via chat or email:

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