Implemented

NPS on Zendesk Ticket Close

  • 16 November 2015
  • 7 replies
  • 30 views

We would love to be able to trigger a Gainsight NPS on the close of a Zendesk.  This would allow us to more completely and holistically have one NPS score for the different state completions we report on.

I believe the sender email is not included currently and that's why this can't be done.

Siddhartha Gutha suggested we add this to the community as it is something they are looking at Q1 2016 potentially.  Let's make it happen!

7 replies

Userlevel 1
We're going through Express right now, and I had the same exact thought.  Would love to be able to trigger surveys on Zendesk ticket close.  This would be extremely powerful for us!
Userlevel 6
Thanks for the feedback Christopher.

If the surveys were triggered automatically, would you need the survey to go our immediately (within 15 mins) after the ticket is closed or is a delay of upto 24 hours acceptable?

Also what do you think about a manual option within the Gainsight app in Zendesk to trigger the survey. 
FWIW, we can wait 24 hours for the response to go out.  15 mins after close would be great, but if not 24 hours would work for us.
Userlevel 6
This can achieved from Copilot in following steps
  1. Create a powerlist with the tickets that were closed in last one day. To do this, set a filter with case closed date > Run date -1. This will fetch the tickets closed in last day.
  2. Create an outreach with the NPS survey in it. Configure it with the above powerlist
  3. Schedule it 12:00 or 12: 01 for the filter Run date -1 to work with accuracy. If you dont want the email to be triggered at mid-night then add one more filter Case closed date < Run date. 
This will make sure it delivers the survey for all the cases closed the previous day. Does this help?
Userlevel 6
Sundar - in for your last post - that would allow you to send a survey to the contacts of an Account who had a ticket closed in the last day. Not necessarily to the person who closed the ticket (because we don't bring requester email into the MDA). Is that right?
Userlevel 6
Sundar - in for your last post - that would allow you to send a survey to the contacts of an Account who had a ticket closed in the last day. Not necessarily to the person who closed the ticket (because we don't bring requester email into the MDA). Is that right?
Userlevel 6
Requester email has been added to the fields that are synced(zendesk) in last release. I see that it has been missed in the release notes. 
The requester email ID is synced for the tickets closed after our release upgrade and not for the past records.

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