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Trigger event-based survey emails from solved Zendesk tickets
Trigger event-based survey emails from solved Zendesk tickets
Cory Brown avatar
Written by Cory Brown
Updated over a week ago

While embedding surveys in solved ticket trigger notification emails within Zendesk is a common practice, utilizing event-based emails offers greater control over the email content and enables the implementation of suppression rules to avoid over-surveying customers.

Create a survey

  • Choose the Direct email delivery option followed by the Event-based option.

  • Customize your email content according to your specific needs.

  • Personalize the intro and outro text using tags for customer name, team member name, ticket ID, and subject.

  • Configure follow-up emails to send to non-responders, aiding in improving response rates.

Configure delivery rules

  • Under the Delivery tab, you can configure both Suppression and Delay rules.

  • Suppression helps in limiting the frequency of emails to ensure that each customer only receives one survey within a set timeframe.

  • Delay sets the time in hours to hold off sending the email after the trigger is activated.

Create a new webhook in Zendesk

  • Navigate to Apps and integrations > Webhooks in Zendesk. (See Zendesk's documentation on webhooks)

  • Create a new webhook and select the Trigger or automation option.

  • Name it something descriptive like "Simplesat event-based email survey."

  • Copy the endpoint URL from your Simplesat account and paste it into the Endpoint URL field in Zendesk's webhook settings.

  • Choose API key as the authentication option and enter X-Simplesat-Token for the Header name. The Value is your Simplesat account key, available in your Simplesat Account settings.

Testing the webhook

  • Copy the response body in Simplesat, remove the comments, and paste it into Zendesk's Request JSON Body field.

  • Look for a 200 OK message to confirm success; if it fails, double-check the JSON body and authentication details.

Create a Zendesk trigger

  • Navigate to Objects and rules > Triggers in Zendesk.

  • Add a new trigger with a condition of Ticket status > Change to > Solved.

  • Add an action with Notify active webhook and select the previously created webhook.

  • Paste the Request body from Simplesat into the JSON body field, replacing the sample values and removing any comments.

  • You can use the pre-built code below that works within Zendesk, adding any custom attributes necessary.

"customer": {
"name": "{{}}",
"email": "{{}}",
"company": "{{}}",
"custom_attributes": {
"Plan": "ticket.requester.custom_fields.1234"
"team_member": {
"id": "{{}}",
"email": "{{}}",
"name": "{{}}"
"ticket": {
"id": "{{}}",
"subject": "{{ticket.title}}",
"custom_attributes": {
"group": "{{}}"
  • Save the webhook!

Test with a ticket

  • Make sure you're the requester of the ticket.

  • Submit the ticket as solved and expect to receive an email survey.

  • If unsuccessful, verify that the ticket requester is correct and review the ticket's events to ensure the trigger fired properly.

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