📢 With Sondar, you can build CSAT or NPS surveys that you can embed directly into Zendesk email templates.
Zendesk email notification overview:
In Zendesk, email notifications are managed through triggers and automation. Triggers are based on specific actions (e.g. ticket is closed), whereas automation emails are sent based on time intervals (e.g. Every week, month, etc).
Triggers respond to actions, while automations are time based. Learn more about the distinction here.
Build your survey
👉 Start off by creating a new survey.
👉 Once you have customised the survey to your needs, flick over to the Share tab and choose External Email Embed
👉 Copy the embed code using the Copy Code button
Add your survey to Zendesk
In your Zendesk account, open the Admin Center.
With the Admin Center open, click on Objects & Rules from the Main Menu to expand it.
Look for the Business Rules section within Objects & Rules.
Here's where you will find both Triggers and Automations.
Case A: We are already using Zendesk's default satisfaction feature
👉 Replace the {{satisfaction.rating_section}} placeholder with your embed code.
Case B: We are NOT using the default satisfaction feature
If you’re not using Zendesk’s satisfaction feature, we recommend including the survey in the trigger that alerts customers of a solved request. This gives them the opportunity to rate the ticket once you’ve marked it as complete.
Recommended email content
Subject: Your Experience Counts – Share Your Feedback Today!
Email Body:
Hi {{current_user.first_name}},
We'd love to hear what you think of our customer service.
>>> ZENDESK EMBED CODE <<<
Here's a reminder of what this request was about:
{{ticket.latest_public_comment_formatted}}
Paste the code that you copied from your survey and click Save.
Try out the embed
Its time to give it a try! Create a test ticket with yourself as the requester, then head to your email and pick a rating. You should see your feedback appear in Sondar instantly. 🎉 🍾 🥳
If anything doesn’t work as expected, feel free to reach out and we’ll gladly help you troubleshoot. 👋