Zendesk
The closed case and the question about satisfaction belong together. Add the survey link to the closing mail, keep score and comment on the ticket, and open follow-up tickets.
Workflows you can build with it
Each example is a workflow you can set up with an automation service, an AI assistant or your own application.
Ask when the ticket closes
Zendesk puts the survey link into the closing notification the moment a ticket is solved. Two questions are enough to learn whether the fix actually helped.
Give a bad rating back to support
Two out of five or lower opens a follow-up ticket for the team lead, verbatim in the first comment. The requester hears from a person instead of being counted.
Leave the verbatim on the ticket
The workflow finds the ticket by the number the survey asked for and leaves the score, the group and the comment there. Quality review reads the feedback beside the history and can compare by group or channel.
Tag the ticket from the answer
What the survey asked about, the cause for example, becomes a tag on the ticket. Views and reports in Zendesk can then be sliced by it without anyone reading every comment.
Open a ticket from a response
A request submitted through a form on empirio.ai creates a ticket in the right group straight away. Nobody has to know the correct address or hold a support account.
What the integration transfers
Each point is a separate example in the direction of the arrow. Configure each workflow independently and link the relevant survey for actions on an existing survey.
empirio.ai → Zendesk
- The score and comment in a custom ticket field or an internal note
- Ticket tags for follow-up and the stated cause
- A follow-up ticket for the owning group when a rating needs a reply
Zendesk → empirio.ai
- Ticket set to Solved: duplicate a prepared satisfaction survey
- Ticket picks up a configured tag: create a survey from the configured fields
- Deletion request confirmed on a ticket: delete the response matched by ticket number
How to set it up
Create a custom ticket field for the write-back: Zendesk's own satisfaction rating is read-only to an integration, so the score lands in your field, a tag and an internal note instead. Matching needs a unique identifier in the response, such as the ticket number the survey asks for. Decide in advance which rating opens a ticket, or every piece of feedback becomes a case.
