Formcrafts - a form and survey platform for Salesforce, HubSpot, etc
  1. Templates
    1. All templates illustration
      All templates
    2. Application forms illustration
      Application forms
    3. Calculation forms illustration
      Calculation forms
    4. Lead generation forms illustration
      Lead generation forms
    5. Customer service illustration
      Customer service
    6. Evaluation forms illustration
      Evaluation forms
    7. Survey and feedback illustration
      Survey and feedback
    8. Operations forms illustration
      Operations forms
    9. Payment forms illustration
      Payment forms
    10. Booking and registration illustration
      Booking and registration
    11. Salesforce forms illustration
      Salesforce forms
    12. Other forms illustration
      Other forms
  2. Features
    1. 18 Form Fields illustration
      18 Form Fields
    2. 19 Integrations illustration
      19 Integrations
    3. Conditional Logic illustration
      Conditional Logic
    4. Multi-step Forms illustration
      Multi-step Forms
    5. Calculations illustration
      Calculations
    6. Partial Submissions illustration
      Partial Submissions
    7. Save & Resume illustration
      Save & Resume
    8. Payments illustration
      Payments
    9. Hidden Fields illustration
      Hidden Fields
    10. Dynamic Dropdowns illustration
      Dynamic Dropdowns
    11. Engagement analysis illustration
      Engagement analysis
    12. Multilingual forms illustration
      Multilingual forms
  3. Pricing
  4. Help
  5. Login
  6. Signup
    →
  • Help index
  • Features
    • Conditional logic
    • Prefill forms
    • Multi-step forms
    • Calculations
    • Partial submissions
    • Field references
    • Save and resume
    • Hidden fields
    • Dynamic lookup
    • Workflows
    • Dynamic dropdowns
    • Multilingual forms
    • Privacy mode
    • Success message
    • Form redirect
    • GA/GTM
    • Accept payments
    • Linked forms
    • Disable form
  • Styling
    • Custom CSS
    • Custom fonts
    • Color scheme
    • Form background
  • Analytics
    • Test mode
    • Overview
    • Field analytics
    • Form engagement
  • Workflows
    • Send emails
    • Form redirect
    • Success message
    • Webhooks
    • Create PDF
    • ActiveCampaign
    • Asana
    • Mailchimp
    • Front app
    • Freshdesk
    • Google Sheets
    • Pipedrive
    • Linear
    • Klaviyo
  • Sharing
    • Custom form link
    • Embed on a page (inline)
    • Embed on a page (popup)
    • Embed in emails
    • Embed on WordPress
    • Embed on Shopify
    • Embed on Squarespace
  • Salesforce
    • Overview
    • Create records
    • Update records
    • Related records
    • Dynamic picklists
    • Attach files
    • Create PDFs
    • Form prefill
  • HubSpot
    • Overview
    • Create contact form
    • Create lead capture form
    • Create customer survey
    • Prefill HubSpot form
    • Embed on HubSpot page
    • Uninstall
  • Zendesk
    • Create ticket form
    • Create CSAT survey
    • Embed on Help Center
    • Prefill ticket form
  • Admin
    • Users
    • Custom domain
    • Vanity subdomain
    • Subscription
  • Developers
    • Embed Library
    • API keys
    • API v1
    • API v2
  • Others
    • Partner program
    • GDPR compliance
    • Workflow logs
    • White labeling
    • Form speed
    • Zapier
    • Migration
  • Contact
  1. Help
  2. ›
    Zendesk
  3. ›
    Create CSAT survey

Create a Zendesk CSAT Survey

On this page
  1. Introduction
  2. Advantages
  3. Create a survey
  4. Create a workflow
  5. Copy the embed code
  6. Create a trigger in Zendesk
  7. Templates and examples
  8. Notes

Introduction

Zendesk offers a customer satisfaction (CSAT) survey feature that allows you to collect feedback from customers. It looks like this:

Zendesk default CSAT survey questions
Zendesk default CSAT survey

Can we improve upon this? Yes!

You can use Formcrafts to create CSAT surveys ↗, and then embed a part of your survey in emails sent via Zendesk.

CSAT survey embed in Gmail
Formcrafts CSAT survey

Here is how a typical workflow would look like:

  1. A customer fills out a form on your website, creating a support ticket.
  2. An agent then communicates with the customer and resolves the ticket.
  3. Once the ticket is marked as solved, Zendesk automatically sends out an email survey to the customer (using triggers).
  4. The customer opens the email, clicks on the highest rating, and is then taken to the survey page where they can give detailed feedback.

Here is how the survey page to leave detailed feedback would look like:

Full form in the browser
CSAT survey with other questions

Advantages

Quick overview of advantages over Zendesk’s default CSAT survey:

  • Improved UI / UX for the survey.
  • Ability to create more complex surveys, including multi-step surveys.
  • Ability to choose between rating types - star rating, NPS, smiley rating, etc.
  • Not being limited to the good / bad score. You can use a 5-star rating field, and then normalize the ratings to good / bad when sending the data to Zendesk.

Let us learn how to create and embed these forms in emails.

Create a survey

On your Formcrafts dashboard ↗ click on Add Form → Start from scratch. Enter a Form name and hit enter. This will create a new form.

You can also create a new form by clicking on Add Form → Use a Template and selecting a template. This would allow you to skip this step. We have a large collection of survey and feedback form templates ↗ that you can use. Here is a popular CSAT survey template ↗.

Now add some basic fields to your form using the Add field button on the top-left corner of the form editor:

  1. How would you rate us? (Rating)
  2. Reason (Multiple choice)
  3. Comment (Comment)
  4. Ticket ID (Hidden)

We will edit the Hidden field and use {{ticket.id}} as the value for this field.

This field is used to capture the ID of the relevant ticket. Zendesk will replace {{ticket.id}} with the actual ID when the email is sent out.

Zendesk CSAT form with reason and open-ended comments
Zendesk CSAT form

Note that in place of a rating field you can also use NPS, multiple choice, or dropdown fields. Your form must have at least one of these fields.

The Reasons field needs to use the satisfaction reasons and codes from Zendesk. We can use autofill to get the options and codes. Edit the field, go to Options → Autofill and look for Satisfaction reasons under Zendesk fields.

Zendesk reasons field with satisfaction reasons
Adding options to the Reason field

We will use conditional logic to show the reasons field only when the user selects a rating under 4. Click on the Conditional logic button on the top-left corner, and then Add logic step. Add a step to show the reasons field when the rating is less than 4.

Conditional logic to show Reason field
Using conditional logic

Create a workflow

Click on the Workflows button on the top-left corner of the form editor, and then click on the Add workflow button.

Now edit the new workflow, and click on Add action. Under (select action) find Zendesk, and click on Connect to Zendesk.

We will modify our action to Create a Rating, and then use field mapping to map the fields in our form to the fields in Zendesk. Our field mapping would look like this:

Workflow action to create a Zendesk rating
Workflow action to create a Zendesk rating

Copy the embed code

Our form is now ready. Go to Share → Embed in an email. Here you can preview how the embed would look in emails, and also copy the email embed code.

Preview of the email embed
Email embed preview

Create a trigger in Zendesk

In Zendesk, go to Admin → Business Rules → Triggers and create a new trigger. Ideally you want the trigger to run when the Ticket status changes to Solved.

Zendesk trigger conditions
Zendesk trigger conditions

Scroll down and paste the embed code in the Email body field. You can also add other text before the embed code.

Zendesk trigger action
Zendesk trigger action

Now when a ticket is marked as solved, Zendesk will send out an email with the survey embedded in it. The user can click on the rating in the email, and then give detailed feedback on the form page.

Satisfaction rating in Zendesk
Satisfaction rating in Zendesk

Templates and examples

Here are some survey templates you can use to get started:

Customer satisfaction survey form template
Customer satisfaction survey
Customer satisfaction survey (short) form template
Customer satisfaction survey (short)
Post-purchase satisfaction survey form template
Post-purchase satisfaction survey
Patient satisfaction survey form template
Patient satisfaction survey

Notes

Tickets must be solved

Ratings can only be created for solved tickets. When testing the survey, make sure the ticket is marked as solved.

Good / bad score

Zendesk can only record good / bad as the score of a rating. However in this tutorial we used a 5-star rating field. Formcrafts normalizes the rating to good / bad when sending the data to Zendesk. Ratings less than or equal to 3 are considered bad, and ratings greater than 3 are considered good.

Rating analytics

You can analyze the ratings in Zendesk using their Explore tool. You can also analyze these ratings in Formcrafts using our Rating analytics.

Rating analytics report showing a trendline
Rating analytics

Partial feedback

With email embeds Formcrafts records the feedback even if the user does not complete the full form. Note that partial feedback is not sent to Zendesk since workflows are only triggered when the form is submitted.

Partial responses for email forms
View partial responses
Minimal, fast, and powerful. Try now.
Formcrafts - a form and survey platform for Salesforce, HubSpot, etc

Subtle Web Inc,
225 Railway St E,
T4C 2C3, Cochrane AB

Salesforce AppExchange partner logo HubSpot app partner logo
Templates
Application formsLead generation formsSurvey & feedback formsEvaluation formsSupport request formsBooking & registrationContact forms
Comparisons
vs AllFormAssemblyTypeformJotformWufooSurveyMonkey
Features
Conditional logicSalesforce formsHubSpot formsZendesk ticket formsEmail formsIntegrationsForm fields
Resources
Help centerBlogDeveloper APIGDPRStatusReport abuseContact us
Company
About usNonprofitCase studiesSecurityTerms and privacy