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🧩 Zendesk: Sending Surveys After Closed Tickets

Jomar
Updated

By the end of October 2024, Zendesk will have deprecated URL Triggers in their platform. To assist with migrating over to Webhooks, you can follow the instructions provided by Zendesk, or use the step-by-step setup guide below.

⚙️ Creating the Webhook

  1. Select "Apps and Integrations"

  2. Click on Webhooks

  3. Click "Create Webhook"

  4. Where it says "Select a way to connect", choose "Trigger or Automation" and click "Next"

  5. Name your webhook and enter a description of your choosing.

🔐 Additional Required Settings

  • Endpoint URL:
    https://YOURDOMAINHERE.asknice.ly/api/v1/contact/trigger
    (Replace YOURDOMAINHERE with your actual AskNicely domain)

  • Request method: POST

  • Request format: Form Encoded

  • Authentication: API Key

    • Header name: X-apikey

    • Value: (Use your API key from AskNicely → Settings > API)

✅ Once complete, click Save and Activate your Webhook.

🧠 Creating the Triggers

If you're updating an existing trigger, you may skip to Step 5 below to simply change the “Notify by” setting from URL Target to your new Active Webhook.

To create a new trigger, follow these steps:

  1. Go to Admin Center in Zendesk

  2. Select Objects and Rules

  3. Under Business Rules, select Triggers

  4. Click "Create Trigger"

  5. Name your Trigger and add a description

  6. Assign it to a category of your choice

  7. Under Conditions, define when you want the survey sent

    • You can replicate existing URL Triggers here

    • A common setup is triggering on ticket status = Closed, along with other agent-related criteria

  8. Under Actions, select:

    • "Notify by" → "Active Webhook"

    • Then choose the Webhook you created earlier

📝 Using Form Encoded Field Creation for Custom Data

In this section, you’ll enter fieldname and value pairs that will be passed from Zendesk to AskNicely via Webhook.

📌 AskNicely Required Fields

AskNicely Field (use lowercase) Common Zendesk Placeholder
name {{ticket.requester.name}}
email {{ticket.requester.email}}
segment (name of one of your survey templates)
ticket_id {{ticket.id}}

💡 Additional Suggestions

Fieldname Zendesk Placeholder
ticketsubject {{ticket.title}}
ticketowner {{ticket.assignee}}

🔄 Decoding URL Targets into Form Encoded Format

If you're attempting to replicate your old URL Target, you can decode it into Form Encoded format.

Example URL Target:

https://demo/api/v1/zendesk/trigger?X-apikey=apikey&event=support&ticket_id={{ticket.id}}&email={{ticket.requester.email}}&name={{ticket.requester.name}}&agent={{ticket.assignee.name}}&segment=zendesk&tags={{ticket.tags}}&account_name={{ticket.account}}

In the example above:

  • Fieldnames = ticket_id, email, name, agent, segment, tags, account_name

  • Placeholders = Zendesk variables such as {{ticket.id}}

🛠️ In Zendesk, each URL parameter is broken down into its own row.
No need to worry about underscores in fieldnames—Zendesk will handle formatting for you.

Form Encoded Zendesk.png

✅ Finishing Up

Once your trigger is created, click "Save".

You can test your setup using the Trigger Test Form in Zendesk. If you run into any issues or want support reviewing your configuration, please reach out to our Support Team or contact your Customer Success Manager (CSM).

🙋 Need Help?

Feel free to click the chat icon in the bottom-right corner of your screen or email support@asknice.ly. We're here to help!

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