Asking users for feedback after a support ticket has been solved is a very powerful business tool. Good customer support can make or break a brand, and customer satisfaction score (CSAT) is an excellent way of keeping tabs on how well your team support is doing.

In this tutorial, we will learn how to:

  1. Create a customer satisfaction score (CSAT) survey
  2. Configure and copy our email embed code
  3. Create a Zendesk trigger to send survey emails

1. Create a form using a CSAT survey template

The first step is creating a CSAT survey form. For this tutorial, we will use an existing CSAT template.

On your FormCrafts dashboard look for the New Form button. On the popup screen select Templates and look for the Customer Satisfaction Survey template.

Zendesk CSAT survey form
CSAT survey template

Our survey template already has conditional logic steps to ask customers different questions based on their satisfaction levels.

Zendesk CSAT survey form (Animated)
Zendesk CSAT survey form in action

2. Get the email embed code

One last step before we get the email embed code. We need to pass information like ticket Id, requester email, and assignee via the form. This can be done with the help of hidden fields.

Add three hidden fields to your form, and label them Ticket Id, Requester Email, and Assignee. Set the values as {{ticket.external_id}}, {{ticket.requester.email}}, {{ticket.assignee.email}}.

When you embed the feedback form in your Zendesk email these values will be replaced with the ticket values by Zendesk.

Zendesk CSAT email form hidden fields
Zendesk CSAT email form hidden fields

Now click on Share / Embed on the top-left corner and go to Embed (in emails).

Before you copy the embed code you would notice two ways to embed forms: Embed one field and Embed entire form.

Embed one field allows us to embed one form field (usually a rating field) in the form. When the user clicks on an option they are taken to the feedback form.

Embed entire form allows us to embed all form fields (except those triggered by conditional logic). These forms contain a submit button as well.

For this tutorial we would use Embed one field. You can also use the code under Embed entire form but note that Zendesk caps the size of outgoing emails, so your Embed entire form would only work for forms under 5 fields or so.

You can get the embed code via Copy Code

Zendesk CSAT embed code
Zendesk CSAT embed code

3. Use Zendesk triggers to share CSAT surveys

Last step: we will create a trigger in Zendesk to automatically send customers a CSAT survey request when a ticket is marked as solved.

On your Zendesk account go to Admin -> Business Rules -> Triggers. Then add a new trigger.

We can use triggers to create complex conditions, but for this tutorial we would use a simple one.

The condition is: when a ticket has been marked as solved.

Next, we configure the action. What happens when a ticket has been marked as solved? We email the customer a survey request.

Zendesk CSAT email form
Zendesk CSAT email form

The Email user in this case would be (requester).

Here is what the email actually looks like:

Zendesk CSAT survey request email
Zendesk CSAT survey request email

The format of our email is something like this:

Hi {{ticket.requester.first_name}},

Was the ticket resolved to your satisfaction?
We'd love to know how you feel about our support response.

(Embed Code)

Replace (Embed Code) with the embed code we copied in Step 2.

When we view the responses for our Zendesk CSAT survey we would be able to see the average rating over any period of time. Since we added an Assignee field to our form we can also filter the results based on that.

Customer satisfaction survey (CSAT) form insight
Customer satisfaction survey (CSAT) form insight