How to Automatically Collect Feedback From Zendesk Tickets When Marked as Resolved

 

 

 

 

Step 1: Creating a Zap with Webhook in Zapier

 

• Log in to your Zapier account and click “+ Create Zap.” The first step in your zap should be a webhook:

 

 

• Select “Catch Hook” from the trigger event and click Continue.

 

 

• Copy the webhook URL.

 

 

Step 2: Creating an HTTP Target in Zendesk

 

• Click Settings on the left navbar.

• Go to the Zendesk product icon and click Admin Center.

 

 

• Go to Apps and Integration and click Targets.

 

 

• Click Add target >> URL target.

 

 

• Paste the webhook URL in the field.

• Select Method as POST.

• Make sure “Test target” is selected.

• Click Submit.

 

 

Step 3: Checking the Webhook in Zapier

 

• Click Test Trigger.

• Click Continue.

 

 

Step 4: Adding a Filter step

 

• Click Filter.

 

 

• Select filter options and click Continue.

 

 

Step 5: Zendesk action

 

• Select Zendesk.

 

 

• Connect your Zendesk accounts.

 

 

• Choose Account and click Continue.

 

 

• Enter the tickets & tags and click Continue to turn on your Zap.

 

 

Step 6: Creating a Gmail action in Zapier

 

• Select Gmail.

 

 

• Select Action event as Send Email and click Continue.

 

 

• Fill in the form fields under Set up Action.

 

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

 

1. Create a Link survey

2. Add 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

3. Feel free to create branching with follow-up questions based on their response.

4. Save it.

5. Copy the link from the dashboard.

 

Setting 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.

 

In the “To” field, enter the requester’s email address.

 

 

• Fill in all the required fields and others you may want to.

• Then select HTML for the body type and paste it into 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 quickly fill this in)

• Zapier Zendesk ID variable

• Zapier Subject variable

 

Step 7: Creating a Trigger

 

• Go to the Zendesk product icon and click Admin Center.

 

 

• Go to Objects and rules and click Triggers.

 

 

• Click “Add trigger.”

 

 

 

• Enter the trigger name, description, and category in the required field.

 

 

• Set the following preferences under “Meet ALL.”

 

 

• Select the preferences and copy the following JSON code in the message box. Click Create when done.