This article will show your Customer Success team how to create a feedback workflow with Zendesk, Zapier, and Qualaroo so feedback can be collected when a ticket is solved.
To give you an idea of the end goal, here’s an example email. It’s automatically sent when a Zendesk ticket is closed thanks to a Zapier webhook.
Step 1 - [Zapier] Create a Zap with a webhook
To kick off, head to your Zapier account and click to add a Zap. The first step in your zap should be a webhook:
After you click continue, you’ll be given a URL for your webhook. Copy it for the next step.
Step 2 - [Zendesk] Create an HTTP Target
We’re going to jump over to Zendesk for this step so that we can send some test data that we’ll need for finishing up the Zapier set up.
Click on the gear admin icon, then scroll down to Extensions.
Look for and click on HTTP Target. Zendesk also has instructions for setting this up. Paste in the webhook URL you got from Zapier and fill in the rest like the image below:
Make sure “Test target” is selected and click submit. Enter the following JSON code and add any other keys with test data you may want to send to Zapier:
{ "subject”:”Our test subject”, "id”:”123456”, "requester”:”me@company.com”, "ticketurl”:”zendesk.com/ticket/123456”, "tags”:”zendesk_ticket”}
After you click Submit, it should show you an HTTP 200 success code.
Step 3 - [Zapier] Check webhook
Go back to your Zap and click on “Test this” in your step one. It should now have the test we just sent:
If it does, you’re good to go!
Step 4 - [Zapier] Add a Filter step
Create a new step for your zap. Choose the filter type:
Make sure the rule looks like:
Step 5 - [Zapier] Zendesk action
Add a new step to your zap for Zendesk.
Expand the options list and look for “Add tags to ticket”.
You’ll need to connect one of your Zendesk accounts, and then edit the template to look like this:
Step 6 - [Zapier] Create a Gmail action
This will be the last action in your zap. Select Gmail:
Finally, it’s time to set up the email template!
Before we do, though, let’s create the survey you’ll be sending.
Suggested Qualaroo Survey
- Create a Link survey
- Make the first question “How would you rate your {{ Company }} support experience?”
- It should be a radio option type
- Option 1: Good, I am happy
- Option 2: Bad, I am not happy
- Feel free to create branching with follow up questions based on their response.
- Save it.
- Copy the link from the dashboard.
Set up the template in Zapier
In Zapier, you can add variables pulled from the test data we sent them in Step #2. Simply expand the options with the icon to the right of the input and find the value you need.
For the “To” field, this should be the Requester’s email.
Fill in all the required fields and others you may want to. Then select HTML for the body type and paste in the HTML template we use. You can snag it at the bottom of this article!
After you paste in the HTML, make sure you edit the following:
- Company name
- Link Survey Base Url
- Zapier Requester variable (use the drop down in Zapier to easily fill this in)
- Zapier Zendesk ID variable
- Zapier Subject variable
Step 7 - [Zendesk] Create a Trigger
This is the final step for setting up the workflow!
Head back to Zendesk, click the admin gear and find the “Triggers” link.
On the triggers page, click “Add trigger”, fill in the name and description and set one condition like this:
Next, go to the Actions section and add a new one. It should look like the following. You can copy the JSON code below.
{ "subject":"{{ticket.title}}", "id":"{{ticket.id}}", "requester":"{{ticket.requester.email}}", "ticketurl":"{{ticket.url}}", "tags":"{{ticket.tags}}"}Conclusion
That’s it! Feel free to edit our HTML template anyway you see fit for your brand. We simply wanted to make sure it was as easy as possible for anyone to set this up.
The Zendesk to Qualaroo flow with the help of Zapier is a powerful workflow! If you have created other cool combinations with other tools and Qualaroo, please let us know at support@qualaroo.com so we can share it with our community.
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