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

Generating your embed code

To get your Zendesk embed code, create a new embeddable survey and choose Zendesk as your helpdesk. 

You can find the code in the Embed Code tab of the survey creation process. Select and copy the code and prepare to add to Zendesk.

Adding to Zendesk

In your Zendesk account, 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}}  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:


To review, comment and reopen the request, follow the link below:

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.

Make sure to test! 

Once you add your embed code to an email trigger or automation, create some fake tickets to test out the process and make sure everything is working correctly.

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

Zendesk email placeholders

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

  • 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}} 

See also:

📖 Integrating Simplesat surveys with Zendesk
📖 Create a new end-user to send ratings back to Zendesk
📖 Generating a Zendesk API Token

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