Send a customer satisfaction (CSAT) survey after solving a ticket in Zendesk. This setup is designed for CX leaders and Support teams that use Zendesk to manage customer issues. The setup automatically creates a survey, email, mappings, and workspace so you can start collecting feedback sooner.
To create the setup:
Your newly created setup has a central section outlining the workflow and a left sidebar menu outlining tasks to complete. To build your setup, complete each required task in the menu.
Customize your setup further by completing the optional tasks.
When you’re ready, select Launch setup to send surveys when a Zendesk ticket is solved.
Once a program is launched, track the status and response rate in the program’s left sidebar. To dig deeper into your results, select Go to Workspaces.
In Workspaces, you can view an Insights dashboard to help you analyze customer satisfaction over time and compare results. You can filter and compare results by response type, score, keywords, and merge fields. Within this dashboard, you can look at customers’ individual responses and review recurring keywords they use in those responses.