Workflow: How to send satisfaction surveys when tickets get solved

<p>Zendesk sends satisfaction surveys 24 hours after a ticket status is solved through a default automation: <a href="https://support.zendesk.com/hc/en-us/articles/4408835051546-About-the-standard-Support-automations#topic_5bx_2ty_5t" target="_blank" rel="noopener noreferrer">Request customer satisfaction rating (system automation)</a>. To change this behavior and send surveys immediately, follow the two-step process below to send surveys when you solve tickets.</p><p><iframe src="//www.youtube-nocookie.com/embed/TDnmeyYPBKk" width="560" height="315" allowfullscreen=""></iframe></p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01J5XHFHXAAV7NAYGZENYZJJT5">Step 1: Deactivate the default automation</h3></div><div class="panel"><ol>
<li data-list-item-id="e8e35b49132991fba02e85ca11f13b66a">Go to <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, and open the <a href="https://support.zendesk.com/hc/en-us/articles/4408883801626-Creating-and-managing-automations-for-time-based-events#topic_adj_pzy_tb" target="_blank" rel="noopener noreferrer">Automations page</a>
</li>
<li data-list-item-id="ebf13127c4457d71d175475f4836047b1">Deactivate the automation titled <strong>Request customer satisfaction rating (system automation)</strong> by clicking the menu button (<img style="height: auto;" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_vertical.png" width="16" height="16" id="topic_nf2_2ny_cqb__image_y4l_fsy_cqb">) &gt; <strong>Deactivate</strong><br><img src="https://support.zendesk.com/hc/article_attachments/10569892240666" alt="Deactivate system automation.png" width="1920" height="1080">
</li>
</ol></div><div class="accordion"><h3 id="h_01J5XHFNY84G6B73D39S29CT1Z">Step 2: Create a trigger to send the satisfaction survey</h3></div><div class="panel">
<ol>
<li data-list-item-id="e1dc2cbb7ac42a5432eb7d4b97eaa480e">Create a new <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications" target="_blank" rel="noopener noreferrer">trigger</a>
</li>
<li data-list-item-id="ec050e4decb5bdbea829039d7478509de">Add the conditions below under <strong>Meet ALL of the following conditions</strong>:<ul>
<li data-list-item-id="ea7f6c1f8278b1faa7abffd043b3d466a">
<strong>Object</strong> &gt; <strong>Ticket</strong> &gt; <strong>Status category</strong> | <strong>Changed to</strong> | <strong>Solved</strong>
</li>
<li data-list-item-id="e49efc9f5858faea6c1b9e90d4ebd1970">
<strong>Object</strong> &gt; <strong>Ticket</strong> &gt; <strong>Satisfaction</strong> | <strong>Is</strong> | <strong>Unoffered</strong>
</li>
</ul>
</li>
<li data-list-item-id="eb0eb41554488e97d7286296006577de9">Add the actions below under <strong>Actions</strong>:<ul>
<li data-list-item-id="e8723a8d32438517a5b8f9246bc1ff957">
<strong>Object</strong> &gt; <strong>Ticket</strong> &gt; <strong>Satisfaction</strong> | <strong>offered to requester</strong>
</li>
<li data-list-item-id="e3c4e2d6db0c34b225c4a165f18f001c0">
<strong>Notify by</strong> &gt; <strong>User email</strong> | <strong>Ticket</strong> &gt; <strong>(requester)</strong>
</li>
</ul>
</li>
<li data-list-item-id="ece17a9d32b15cf803dbdb77e018e2114">Copy the subject and the body content from <strong>Request customer satisfaction rating (system automation)</strong><br><img src="https://support.zendesk.com/hc/article_attachments/10569892240794" alt="Trigger that sends the satisfactory survey .png" width="1970" height="1702">
</li>
</ol>
<div class="note">
<span class="notetitle">Note:</span> In accounts with <a href="https://support.zendesk.com/hc/en-us/articles/4412575861018-Creating-custom-ticket-statuses" target="_blank" rel="noopener noreferrer">custom ticket statuses</a> deactivated, use the condition <strong>Status</strong> instead of <strong>Status category</strong>.</div>
<p>For more information, see: <a href="https://support.zendesk.com/hc/en-us/articles/4408886194202-Customizing-your-customer-satisfaction-survey" target="_blank" rel="noopener noreferrer">Customizing your customer satisfaction survey</a>.</p>
</div>