Zendesk is a popular web Help Desk software. SurveyLab is a popular online survey software that allows you to measure customer satisfaction and collect feedback.
Please find below short instructions describing how SurveyLab can be integrated with zendesk.com. This is easy to implement a solution that will allow you to gather feedback and measure customer satisfaction (each time a ticket is closed) from Help Desk work.
To configure Zendesk to work with SurveyLab :
- Sign into zendesk.com
- Select Manage and next Triggers & mail notifications.
- Select Notify requester of solved request and press edit.
- Set Meet any of the following conditions: Status > Changed to > Solved.
- Add link (URL) to your survey in Perform these actions:
Email user > (requester)
Email subject: > [{{ticket.account}}] Re: {{ticket.title}}
Email body: should contain a link (URL) to your survey and referrer, which will allow you to identify clients. Referrer should end with a slash /.
- Press Update trigger button.
Your survey results will be available in SurveyLab on reports. Information that will allow you to identify individual clients will be available in response details in referrer row.
NOTE. If you want to add a referrer containing the first and last name of a customer (supported with Zendesk) to your survey just add /referrer/{{ticket.assignee.first_name}}+{{ticket.assignee.last_name}}/ at the end of survey link.