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 an automation emails are time based. You can learn more about the differences here.ย 

Create your survey

First, create a new survey.

Customize the survey settings, then choose the Integrate with another tool option in the Publish section and 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. ๐Ÿ˜‰

  • Team Member Email - {{agent.email}}
  • Team Member ID - {{agent.id}}
  • Team Member First Name - {{agent.first_name}}
  • Team Member Last Name - {{agent.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.requester.organization.name}}
  • Ticket ID - {{ticket.id}}
  • Ticket Subject - {{ticket.title}}

Add your survey to Zendesk

In your Zendesk account, navigate to Admin (gear icon) > Business Rules. On 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}} ย 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}}


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.

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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. ๐ŸŽŠ

If you run into any issues let us know and we'll be happy to help troubleshoot. ๐Ÿ™Œ

See also:

๐Ÿ“– Integrating Simplesat surveys with Zendesk
๐Ÿ“– Create a new end-user to send ratings back to Zendesk
๐Ÿ“– Generating a Zendesk API Token

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