Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Zendesk's email notification templates.

Zendesk sends email notifications through triggers and automations. In short, email triggers are action-based and automation emails are time-based. You can learn more about the differences here.Β 

In this article:


Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select Zendesk in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

Zendesk email placeholders

These are automatically included when you generate a Zendesk survey embed code, but here they are just in case. πŸ˜‰

Team Member Email

{{ticket.assignee.email}}

Team Member ID

{{ticket.assignee.id}}

Team Member First Name

{{ticket.assignee.first_name}}

Team Member Last Name

{{ticket.assignee.last_name}}

Customer Email

{{ticket.requester.email}}

Customer ID

{{ticket.requester.id}}

Customer First Name

{{ticket.requester.first_name}}

Customer Last Name

{{ticket.requester.last_name}}

Company Name

{{ticket.organization.name}}

Ticket ID

{{ticket.id}}

Ticket Subject

{{ticket.title}}

Add your survey to Triggers or Automations

Head over to your Zendesk account, and navigate to Admin (gear icon) > Business Rules. In that section, you can find Triggers and Automations.

If you're already using Zendesk's core satisfaction feature, you can simply replace the {{satisfaction.rating_section}} Β placeholder with your embed code.

If you aren't using Zendesk's satisfaction feature, we recommend adding the survey to the trigger that notifies your customers of a solved request. That way, they have a chance to rate the ticket once you've considered it complete.

Here's a recommended email body to use:


Your request "{{ticket.title}} (#{{ticket.id}})" has been deemed solved:
{{ticket.latest_public_comment_formatted}}

[[ZENDESK EMBED CODE]]

To review, comment and reopen the request, follow the link below:
http://{{ticket.url}}

Paste the code that you copied from your Simplesat account. Set the conditional logic and click Save.

Note: If you get an error, "Email size cannot exceed 8192 bytes" when adding the survey embed code, you need to reduce the size by removing all parameters in the rating URLs, and instead, rely on the direct API connection with Zendesk. You could also use Zendesk's Dynamic Content as an alternative solution.


Add your survey to a Dynamic Content

Head over to your Zendesk account, and navigate to Admin (gear icon) > Manage > Dynamic Content.

Click on add item, and paste the code that you copied from your Simplesat account.

Add a title and select the default language and click Create.

Head over to your Zendesk Triggers or Automations. Create or select the email template that you want to use, and insert the dynamic content placeholder where you want the survey to appear. Click Save.


Β 

Add a Simplesat survey to Macros

There are two ways to add the surveys to Zendesk's Macros. Since Zendesk currently doesn't allow HTML codes to be added to macros, you'll need to use emojis instead of the HMTL images. So how does it work?

Head over to your Simplesat account, and navigate to Manage surveys > Edit survey > Publish > Integrate with another tool > Zendesk > Generate embed code > Link

You can also just copy this string and insert your survey token; replace the rating value as necessary.

https://api.simplesat.io/api/rating/RATING VALUE/SURVEY TOKEN/{{ticket.id}}/?source=zendesk&customer_email={{ticket.requester.email}}&customer_first_name={{ticket.requester.first_name}}&customer_last_name={{ticket.requester.last_name}}&team_member_id={{ticket.assignee.id}}&team_member_email={{ticket.assignee.email}}&team_member_first_name={{ticket.assignee.first_name}}&team_member_last_name={{ticket.assignee.last_name}}&company_name={{ticket.requester.organization.name}}&customer_id={{ticket.requester.id}}&ticket_subject={{ticket.title}}&t_group={{ticket.group.name}}

In your Zendesk account, click the Admin icon (gear icon) in the sidebar, then select Manage > Macros.

On the Macros page, locate the macro you want to edit or create a new one.

Enter the rating text and icons. Then, highlight the text and icon; click on the text icon (T) > hyperlink icon.

Paste the rating URL that you copied from your Simplesat account.

Repeat the steps for the remaining rating icons and make sure to replace the rating values to match the sentiments. Once done, click Save.

Another way to do it is by adding the survey to Macros via Dynamic Content , tags, and Triggers.

Once you've add the HTML survey code to the dynamic content, go to your Macros. If you have a Macro that's used as a comment update in an existing ticket, edit the macro and include the action to add a tag in the ticket.

In your trigger template, add the dynamic content placeholder. Then, add a condition that only sends the survey when the tag your created was set.


Add your survey to chats

Simplesat allows you to add the survey embeds in the Zendesk chat using a one-click survey link that takes the customer to the first question of the survey.

First, you need to create your survey. Next, go to the Publish tab and click the Generate Embed Code button. Make sure you're on the Link option, then click Copy survey.

Head over to you Zendesk account and paste the survey link to your chat channel.


Add your survey to SMS/Text

Simplesat allows you to add the survey embeds in the Zendesk chat using a one-click survey link that takes the customer to the first question of the survey.

First, you need to create your survey. Next, go to the Publish tab and click the Generate Embed Code button. Make sure you're on the Link option, then click Copy survey.

Head over to you Zendesk account and paste the survey link to your SMS/text channel. Here's a quick guide on how to set it up in Zendesk.

Try it out!

Create a test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊

If you run into any issues let us know and we'll be happy to help troubleshoot. πŸ™Œ

See also:

πŸ“– Zendesk integrations

πŸ“– Generating a Zendesk API Token

πŸ“– How do I create a Zendesk end-user if I use SSO?

πŸ“– Import Zendesk Satisfaction Ratings

πŸ“– Do you integrate with Zendesk chat?

πŸ“– Can I exclude certain tickets from Zendesk in getting surveys?

πŸ“– Is it possible to only send emails to a customer only after they have created a certain number of Zendesk tickets?






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