Embedding Web Surveys in Zendesk Email Replies (

With, you can embed surveys into your Zendesk emails to learn how satisfied your customers are with your email responses. You can create a macro for this in Zendesk to use when replying to a ticket. You’ll need to edit your embedded survey so it displays properly in Zendesk and tracks any variables you want.

You'll need basic HTML knowledge to edit your survey for Zendesk.

To use a new GetFeedback campaign:

  1. In, go to Email.
  2. Create an email Group Campaign and customize it to meet your needs.
  3. After creating your campaign, copy the HTML code.
  4. Paste the HTML code into any code editor.

To use an existing campaign:

  1. In, go to Email.
  2. Select Setup.
  3. Find the campaign you want to use, then select Widget Installation Instructions.
  4. Copy the HTML code and paste it into any code editor.

Edit the survey format and style to make sure it displays correctly in Zendesk.

  1. Remove all <table>, <td>, and <tr> tags.
  2. Replace each instance of "display: block" with "display:inline-block".

Custom variables track customer data in GetFeedback. In Zendesk, these variables are called placeholders. For example, you can use placeholders to track your respondent’s name, role, and organization.

To gather this data in Zendesk, you’ll need to add placeholders as custom variables to each link in your embedded survey.

To add Zendesk placeholders to your embedded survey:

  1. In your code editor, find an <a> tag.
  2. Find the href element and link within the <a> tag.
  3. Add an & at the end of the link, Add the custom variable and placeholder:
  4. Enter a custom variable name.
  5. Add an = after the custom variable name.
  6. Enter the Zendesk placeholder code with 2 curly brackets on each end. Example: {{}}
  7. If needed, repeat to add multiple variables to the link.
  8. Repeat for each link in your survey.

For reference, we've added a full example of how it will look down below using JSfiddle. Keep in mind that this example will need to be changed to match your own widget.

Don’t use placeholders that may contain spaces or multiple words. For example, don’t use a single placeholder for name. Use a placeholder for both first name and last name instead.
Make sure to use Zendesk placeholders that won’t contain a space. For example, use a placeholder for both first name and last name instead of using a single placeholder for name.

Once you edit the HTML and add placeholders, you can add the embedded survey to Zendesk. You’ll create a macro and paste your embedded survey into it.

Zendesk doesn’t allow you to add HTML to your email, so you’ll need to use the rich text version. To copy your widget:

  1. Open the widget HTML in your web browser.
  2. Copy the entire widget.

Macros in Zendesk let you quickly add content to your email and set certain values in the ticket. You can also make widgets available to certain agents only.

For your embedded email survey, create a macro that sets the comment mode to "public" and adds the widget to your response.

  1. Create a new macro in Zendesk.
  2. Paste your widget into the Rich content field.
  3. Add any other actions as needed.

TIP! You can create multiple macros with different embedded survey campaigns to gather feedback for different brands, agents, or languages.

To add your embedded survey to your email, apply the macro to your response. Any survey responses are sent to GetFeedback.