CSAT & NPS Workflows for Zendesk
Customer surveys that go out at the right moment, land on the ticket and start the next step
CSAT, NPS and why they need more than one question
CSAT (customer satisfaction) measures how happy a customer was with one interaction. NPS (Net Promoter Score) asks how likely they are to recommend you on a 0 to 10 scale, and tracks loyalty over time. CES (customer effort score) measures how easy it was to get help.
Zendesk's built-in survey asks customers to rate a ticket once it's solved, and to tell you why if they're unhappy. That covers the basics. But Zendesk doesn't do NPS, you can't add your own questions, and nothing goes out before the ticket is solved.
How a survey program runs in Zendesk
1. Pick the moment
Survey can send a survey from any Zendesk trigger: at first response, on a status change, on a tag, after a phone call or when the ticket is solved.
2. Ask the right questions
Use any rating type: 5-star, 0 to 10 NPS, good or bad, happy or sad, single or multiple choice and free text. Follow-up questions can appear based on the score, surveys run in any language and each brand gets its own look.
3. Don't repeat questions
Choose to skip a question for any customer who has already answered it in the last 30 days, or whatever window you set, so frequent contacts aren't asked the same thing again and again.
4. Send answers to the ticket
Choose which answers to write to ticket fields, and you can use them in views, triggers and Explore. You can also sync CSAT back to Zendesk's built-in satisfaction rating, so existing reports keep working.
5. Act on the score
Route low scores to a recovery queue, tag negative comments for review or send a follow-up survey. Notify can pop up an alert for a team lead when a negative score comes in.
6. Ask NPS at the moments that matter
Add an NPS question to any survey and send it when something happens on a ticket, such as an onboarding finishing or a project wrapping up. The score is tied to a real experience, not a random email.
Why teams run CSAT and NPS with SweetHawk
- Built into Zendesk: it's like having your own SurveyMonkey inside Zendesk. Answers can update any ticket field, so survey data sits right next to the rest of your ticket data.
- Unlimited surveys and responses: no per-response limits.
- More than CSAT: NPS, CES and custom questions from one app.
- Feedback you can act on: scores start workflows instead of sitting in a report.
- Reporting in one place: native dashboards, plus survey data alongside SLA, agent and channel data in Explore.
Common questions
Can I send NPS surveys from Zendesk?
Yes. The Survey app sends 0 to 10 NPS surveys from any Zendesk trigger, and you can write the score to a ticket field.
Can Zendesk send a CSAT survey before a ticket is solved?
With Survey, yes. A survey can go out from any trigger condition, not only when the ticket is solved.
Where do survey results go?
Every answer appears in Survey's own dashboards. Any answers you map to ticket fields are also written to the original ticket, so you can report on them in Zendesk Explore alongside your other ticket data.
What teams say about SweetHawk
Real quotes from customers using SweetHawk apps in Zendesk.
With SweetHawk, we can now tie into the complete employee experience. Agents can now provide feedback in terms of the workflow and team leaders can analyze that data and create actionable items for the upcoming quarter.
What you get from SweetHawk completely changes what Zendesk can do for you.
Every time we've needed to extend the functionality of Zendesk, SweetHawk apps have been there.
Hear them, in their own words.
Learn what our customers have built on top of Zendesk using SweetHawk apps.