Email survey after Zendesk interaction

This article outlines how to set up an email survey to be sent after every agent phone conversation. You can also use these steps to send surveys after other types of conversations by changing the trigger conditions.

For users of Zendesk and Mindful Feedback, a webhook is a powerful way to integrate the two systems. By setting up a webhook in Zendesk, you can trigger Mindful Feedback surveys to be sent automatically to your customers after they interact with your agents.

Creating a Webhook

  • In the Zendesk Admin panel, go to Webhooks > Create webhook.
  • Under Step 1, Select a way to connect, select Trigger or automation. Screen capture of Create Webhook page in Zendesk
  • In the Mindful Feedback UI, go to Surveys > Your Survey > Advanced tab.
  • In the Add interaction webhook URL section, click the Generate URL button.
  • Copy the generated URL.Screen capture of Survey page with Add interaction webhook URL highlighted
  • Under the Add details section of the Zendesk Webhook page, paste the URL you generated into the Endpoint URL field.
  • Add Name, Description, and match the remaining settings to the screenshot below.
  • Click the Create webhook button.Screen capture of Add Details page with the Endpoint URL section highlighted

Adding a Trigger

  • Select the Admin Center link on the Webhook page (from Step 1 in the screenshot below).
  • Select the Add trigger button.Screen capture of Admin Center link
  • Name the trigger and add a description as seen in the screenshot below.Screen capture of Trigger page with Trigger name and Description highlighted
  • Select the following conditions:Screen capture of Conditions page with correct conditions set
    Note: Meet ANY of the following conditions is set for all of the phone call-based channels. You can select whichever applies to your existing Zendesk Talk setup, or just select all to ensure the trigger will fire.
  • In the Actions section, select Notify active webhook.
  • Select the previously created webhook and enter the following into the JSON body field:
{{"survey_type":"email",
"scheduled_at":"Now",
"external_ref":"{{ticket.id}}",
"respondent_language":"en-US",
"email":"{{ticket.requester.email}}",
"agent_id": "{{ticket.assignee.email}}",
"ticket_url":"{{ticket.url}}"}

Screen capture of the Actions page with Notify active webhook and JSON body sections highlighted
  • Add any additional data points by using the View available placeholders variables. The syntax for adding new variables is:
 "variable_name_in_feedback":"zendesk_variable"
  • Click Create.