How to Create a Customer Satisfaction Survey for Zendesk

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 surveys (CSAT) are an excellent way of keeping tabs on how well your team support is doing.

We can use the steps below to create a customer satisfaction survey. We will also learn how to use Zendesk triggers to automatically send survey request emails to customers. Lastly, we will learn how we can leverage the power of conditional logic, hidden fields, and analytics to take our survey flow to the next level.

Step 1

The first step is creating a customer satisfaction survey form. For this tutorial, since we are focusing on Zendesk triggers, 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.

CSAT survey templates

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

Step 2

We will create a trigger in Zendesk to automatically send customers with a 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.

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

Here is what the email actually looks like:

Customer satisfaction survey request email

Our email contains three links, each accompanied with an image. All three links / images take the customer to our survey form. However, clicking on the first link (Very unhappy) pre-selects the Very Unhappy option on our survey form.

Here is the actual HTML of the email you can use:

Hi {{ticket.requester.first_name}},

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

<a title='Very unhappy' href='https://admin.formcrafts.com/demo-form?field2=1'><img style='width: 56px' src='http://formcrafts.com/images/very-unhappy.png' alt='Very unhappy'/></a><a title='Content' href='https://admin.formcrafts.com/demo-form?field2=3'><img style='width: 56px' src='http://formcrafts.com/images/content.png' alt='Content'/></a><a title='Very happy' href='https://admin.formcrafts.com/demo-form?field2=5'><img style='width: 56px' src='http://formcrafts.com/images/very-happy.png' alt='Very happy'/></a>

Note the three links we are using. The first one is:

https://admin.formcrafts.com/demo-form?field2=1

Here admin.formcrafts.com/demo-form is the link to your survey form. The field2=1 part says: mark the default value of field2 as 1. In our case field2 is the field ID of the Were you happy with our support? form field, and 1 is the score / value of the first option (Very Unhappy).

If you are using the template we talked about in Step 1 you only have to change the form link to match the actual link of your FormCrafts form.

Step 3

How can we also segment our survey form based on the agent who was assigned the ticket? Yes, we can. Edit your survey form in FormCrafts. Click on Add Field → Other → Hidden. Label the hidden field as Agent. Note the field ID, say it is field12

The hidden field is not visible to customers but can be used to pass data to the form. Remember the survey links from Step 2?

https://admin.formcrafts.com/demo-form?field2=1

We edit the Action in Zendesk to modify the link to:

https://admin.formcrafts.com/demo-form?field2=1&field12={{ticket.assignee.name}}

Now when the user clicks on the link we are setting the value of the hidden field to the Agent name.

When we view the responses for our survey we can see the agent name. We would also be able to filter the form insights and see survey responses over time for a particular agent.

Customer satisfaction survey (CSAT) form insight agent filter detailed
Customer satisfaction survey (CSAT) form insight agent filter