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Follow up Proactive Survey (only send satisfaction survey after customer confirms as resolved)

Use > Case Solved (for the first time)

Situation > Customer is happy, problem is fully solved and want to immediately send the Satisfaction survey for the first time rather than wait for 24 hours.

Macro > English::0 Customer::1 Follow up Proactive Survey (only send satisfaction survey after customer confirms as resolved)

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Background

  • To be used only when the customer confirms the issue is fully solved
  • Macro will not send a public reply but once we update the case (set to solved) using the macro, the Zendesk ticket will be tagged, which will then action a notification to be sent out to the customer, asking them to rate the ticket support:
    • "Hi XXXXXX, You recently had contact with our support team and we'd love to hear what you think of the customer service you received from us. Please take a moment to answer one simple question by clicking on either of the links below. Thanks! Customer Support"

 

  • Ticket Status will be set to solved 
  • The customer will immediately receive the notification with the survey

To verify that the notification has been sent:

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