How to Automatically Send a Survey After a Ticket is Closed in Zendesk

Collecting feedback after a ticket is closed ensures you capture your customers’ opinions once the entire support process is complete. Using the NPS or Survey app for Zendesk, you can automate this process so surveys are sent automatically when tickets reach the Closed status. This guide will walk you through the setup, step by step.

Before you start, make sure you have:

• NPS and Survey app installed in your Zendesk account;
• Admin permissions in Zendesk to create triggers.

Step 1: Create the Zendesk Trigger

Triggers in Zendesk let you automate actions based on ticket events. For surveys after a ticket is closed, we’ll create a trigger that sends the survey only when the ticket reaches the Closed status.

To start, navigate to Admin Center > Object and rules > Business rules > Triggers and click Create trigger.

Define the Conditions

Next, set the conditions so the survey is sent only when the ticket is closed. Under Meet ALL of the following conditions, add:

• Ticket > Ticket status → Is → Closed

Set the Actions

Now configure the actions to send the survey email:

• Notify by > User email → Ticket > (requester)
• Provide your email subject and body, including instructions for completing the survey.

Finally, click Create trigger to save it. Once created, it will be available to select when creating your survey in the NPS and Survey app.

Step 2: Create Your Survey

Now open the NPS and Survey app and click Create survey.

Enter a survey name, choose the survey type (CSAT, NPS, or custom feedback), and click Next.

Next, configure your survey question and wording. You can customize the main question and add additional elements, such as:

• a follow-up text field when a customer does not select the highest score
• an additional question of any type to collect deeper insights

Then adjust the appearance of your survey. You can add your logo and set your brand colors so the survey matches your company’s branding.

Select the Trigger for Automatic Sending

In the next step, select the trigger you created in Step 1. This trigger will automatically send the survey when the ticket is closed.

Finally, configure response actions. For example, you can create a private note with the response and add tags to the ticket for easier tracking.

When everything is ready, click Finish to activate the survey.

Step 3: Test the Survey Automation

Before sending surveys to real customers, it’s important to test the setup to ensure it works as expected.

1. Create a test ticket in Zendesk, using an email you can access.
2. Close the ticket by changing its status to Closed.
3. Check the survey email.

Once the test confirms everything works, your survey automation is ready for use. Customers will now receive surveys automatically when tickets are closed, ensuring feedback reflects the entire support experience.