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Zendesk: Send Surveys After Closed Tickets

zach.dunham
  • Updated

AskNicely integrates with Zendesk, enabling the creation of a URL Target and a Trigger in Zendesk that will automatically fire off an AskNicely survey when a case's Status changes in Zendesk.

Separately, Zendesk can also use AskNicely's Email to Survey function to add contacts into AskNicely without immediately triggering a survey - see this article on how to set this up.

 

Something to know up front: messages triggered by Zendesk will obey your Global Contact Rules that are set at the bottom of the Send page - this rule ensures that your contacts will only be surveyed once every 90 days (or however many days you choose.)

 

Here's how to set up the triggered survey:

 

1. Log into your AskNicely account.

 

2. Click App Store > Integrate > Zendesk > Configure

 

3. The screen below should appear. You'll need the info on this page in a moment, so open a new tab in your browser.

 


4. Now, log into Zendesk.

 

5. Click on Settings > Extensions > Add Target > URL Target.

 

6. Go back to your AskNicely tab and insert the information from your AskNicely page into the URL Target, as seen below. 

 


7. Once you've included your AskNicely login, then hit the "Submit" button for "Test target". You should see this message: 

 


8. Head back to AskNicely and go to the Contacts page.

 

9. You should now see that this "Public" record appears on the page. This shows us that the URL Target is working! 

 


10. Go back in to Zendesk > Settings - we will now set up a new Trigger to go with the URL Target set up.

 


11. Create the trigger name (you can vary the name based on the criteria you want and/or the segment name you create to go with it - more on this later) and enter a description if you'd like.


12. Use the Conditions section to set rules based on how your team utilizes Zendesk - in this example, it is set to trigger when a ticket status is solved.


13. Lastly, we'll set up the Notifications: in the "Perform These Actions" section, match the dropdowns and the Message to the image below. Use the dropdown to select the Target you created in Step 6. For suggestions to add to the Message, see Defaults below.

 


Note: You can have different URL Targets based on different segments and criteria - you will need to set up separate Triggers for each one.

 

14. Once you save it, you'll be good to go! You can always check back on the Extensions page to see how many times each target has been successfully sent:

 


 

 

Bonus Materials:

As mentioned above, you can add to or edit the coding to include information that you want to bring over to AskNicely.

 

Defaults: 

These are the default fields that are sent over from Zendesk into AskNIcely.

 


  • ticket_id={{ticket.id}} - the ticket number
  • email={{ticket.requester.email}} - email address is a required field
  • name={{ticket.requester.name}} - this is first and last name and it is also a required field
  • agent={{ticket.assignee.name}} - who was helping on the ticket and it's great to bring this over to help measure your team metrics 
  • segment=zendesk - this is the Segment name that will be created when they are imported into AskNicely. You can change this to be a different segment name if you want to create different templates based on different criteria - see next section for more details.

 

How to survey different "Audiences"

With our Zendesk integration, you may have different types of surveys for different interactions.

One example could be sending different templates based on the "Type" of ticket that is created in Zendesk (i.e. Question, incident, Problem, Task). To do this:

  • Create a new URL Target and name it to match your goal target/condition
  • In AskNicely, go to Survey Templates > Manage Templates and make sure your Trigger Field is set to "Segment." (If not, contact the Support Team (support@asknice.ly) for help.)
  • Change segment to: segment=question_zendesk (or however you want to label it)
  • Add in Condition: (Example: "Type" is "Question (Incident, Problem, or Task)")
  • Set "Notify Target" dropdown to your new URL Target
  • In AskNicely, click Survey > Manage Templates > Create Custom Template. 
  • Give this template the exact same name as the value you set for "segment" in Zendesk - question_zendesk, in bullet point 2 above.
  • Now, when these customers arrive in AskNicely, they'll immediately be "Assigned" the question_zendesk template.
  • Customize this question_zendesk template as needed, and you're good to go!

If there are additional fields you want to import, you can add them as arguments in the URL Target.

Example: &brand_name={{ticket.brand.name}}

You must add the "&" button to show a new field; "brand_name" is how this field will be labeled it in AskNicely. 

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