Workflow: How to send satisfaction surveys when tickets get solved

Zendesk sends satisfaction surveys 24 hours after the status of ticket is solved, through a default automation: Request customer satisfaction rating (system automation). To change this behavior and send surveys immediately, follow the two-step process below and send surveys when you solve tickets instead.

This process includes:

Step 1: Deactivate the default automation

Step 2: Create a trigger to send the satisfaction survey

Step 1: Deactivate the default automation

Go to Admin Center, and open the Automations page

Deactivate the automation titled Request customer satisfaction rating (system automation) by clicking the menu button ( ) > Deactivate

Step 2: Create a trigger to send the satisfaction survey

Create a new trigger

Add the conditions below under Meet ALL of the following conditions

Object > Ticket > Status category | Changed to | Solved

Object > Ticket > Satisfaction | Is | Unoffered

Add the actions below under Actions

Object > Ticket > Satisfaction | offered to requester

Notify by > User email | Ticket > (requester)

Copy the subject and the body content from Request customer satisfaction rating (system automation)

Note: In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

For more information, see the article: Customizing your customer satisfaction survey.