Zendesk Automation lets you send customers a survey automatically after a ticket’s status changes in Zendesk. It’s designed for CX leaders who use Zendesk to manage customer experience across support and success touchpoints.
Before using Zendesk Automation, go to Integrations (under your settings in Insights) and add a Zendesk connection. Learn more about connecting to Zendesk
When you’re done, return to Zendesk Automation in GetFeedback Direct to complete the following steps:
You’ll need to set both a draft connection (for your draft survey) and a live connection (for your live survey) before you can proceed. If you’d like, you can use the same Zendesk connection for both. To set your connections, go to your survey and select Settings.
Once this is done, return to Zendesk Automation and confirm that the connections selected for your draft and live automations are the ones you want to use. In the dropdown Object that triggers your survey, select Ticket.
Add placeholders from Zendesk to help you:
To complete your email template, add the following details:
You can further personalize your email template by adding optional content:
Select Save and continue. Now, you’ll need to finish the setup in Zendesk.
In your Zendesk account, set up your webhook and create an automation or trigger to send your surveys. You’ll need the endpoint URL and JSON provided when you set up your email in GetFeedback.
If you set up your automation but your survey isn’t being sent, you may need to change your settings in GetFeedback or Zendesk. There are a few things you can do to understand the problem: