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. Automatically share survey links with Zendesk customers
  3. Segment CSAT survey results based on agent, category, etc ...

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. Use Zendesk triggers to share CSAT surveys

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.

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

Here is what the email actually looks like:

Zendesk CSAT survey request
Zendesk CSAT survey request email

Our CSAT survey request email contains three links, each accompanied by an image. All three links 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 copy:

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.

3. Associate CSAT survey responses with Zendesk agents

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 (example 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 Zendesk agent's name.

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

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