What Is NPS and Survey for Zendesk and How Does It Work?

If you need to collect more useful customer feedback in Zendesk, there’s an NPS and Survey app that goes beyond a simple rating. Combine NPS, 5-star CSAT, Yes/No, and open-text questions in one survey, then send it automatically based on Zendesk triggers.

A resolved ticket doesn’t tell you everything. How satisfied was the customer? Was it easy to get help? Would they recommend your company? The right survey can answer those questions and give your team more context behind the rating.

What Is NPS and Survey for Zendesk?

NPS and Survey for Zendesk is a customer feedback app that lets you build and send surveys from Zendesk. You can use NPS, 5-star CSAT, Yes/No, and open-text questions, then mix them in the same survey instead of sticking to one question type.

The app works with Zendesk triggers, so you can set up a trigger for a specific support event and have the survey sent automatically when that event happens.

You also have control over how your surveys look and how often they’re sent. Once customers start responding, you can review the results in the app and see what they think about their support experience.

But NPS, CSAT, and the other question types serve different purposes. So, let’s look at what each one can tell you.

What Is NPS?

NPS (Net Promoter Score) tells you how likely customers are to recommend your company, product, or service. They answer one question by choosing a score from 0 to 10.

The answers are grouped into three categories:

• Promoters (9–10): Customers who are most likely to recommend you.
• Passives (7–8): Customers who are generally satisfied but not strongly positive.
• Detractors (0–6): Customers who are less likely to recommend you.

Your NPS is the percentage of Promoters minus the percentage of Detractors, so the score can range from -100 to 100.

The useful part is the question behind the number. A customer might give your support team a high rating but still be unlikely to recommend the company overall. NPS helps you see that bigger picture.

What Is CSAT?

CSAT answers a different question. Instead of looking at the overall relationship, it asks how satisfied a customer was with a specific experience.

For example, after solving a Zendesk ticket, you can ask the customer to rate the support they received from 1 to 5 stars. The responses give you a quick view of how that interaction went.

A CSAT score is usually based on the percentage of customers who gave a positive rating, such as 4 or 5 stars. You can also add a follow-up question to find out why someone gave a low score.

So, NPS helps you understand the bigger customer relationship, while CSAT helps you look closely at individual experiences. Using both gives you two different pieces of the same customer feedback.

What Other Customer Surveys Can You Send in Zendesk?

However, NPS and CSAT won’t cover every situation. Sometimes you just need a clear yes or no. In other cases, the number tells you what happened, but not why.

That’s where other survey formats can help. In NPS and Survey, you can use:

• Yes/No questions when you need a quick, straightforward answer.
• Open-text questions when you want customers to explain their experience in their own words.
• Follow-up questions to get more context after a rating, especially when the score is low.

You can also combine different question types in one survey. For example, ask for a 1–5 star CSAT rating and then ask, “What could we have done better?”

This gives you both the score and the reason behind it. And in many cases, that second part is what helps you understand what actually needs to change.

Does Zendesk Have Built-In NPS and CSAT Surveys?

Zendesk has a built-in CSAT survey for collecting feedback after support interactions. You can customize the rating scale, labels, and follow-up questions to fit your workflow.

NPS is a different story. Zendesk removed its native NPS feature in 2023, so there is no built-in way to send a standard 0–10 NPS survey.

And sometimes CSAT alone isn’t enough. You may want to ask an NPS question, get a simple Yes/No answer, let customers explain their feedback, or combine several questions in one survey.

That’s when a dedicated survey app can be useful. It gives you more freedom over what you ask and how you collect the answers, while keeping the feedback connected to your Zendesk workflow.

Why Use an NPS and Survey App for Zendesk?

Zendesk’s built-in CSAT works well when all you need is a quick satisfaction rating. But customer feedback doesn’t always fit into one question.

An NPS and Survey app gives you more room to ask the questions that matter.

Get more than a score

Combine 0-10 rating, 5-star rating, Yes/No, and open-text questions in one survey. A rating tells you how the customer feels. A follow-up question can tell you why.

Ask different questions for different situations

You might want to measure loyalty with NPS, check a recent support interaction with CSAT, or ask a simple Yes/No question. You don’t have to use the same survey for every customer.

For example, you can send a CSAT survey after a ticket is solved, use NPS to check customer loyalty over time, or add an open-text question when you need more detail about a customer’s experience.

Automate feedback collection

Set up Zendesk triggers to send surveys after specific support events. Once it’s configured, your team doesn’t have to remember to send them manually.

For example, here’s a quick walkthrough showing how to set up a survey that’s automatically sent when a ticket is closed.

Follow up when something goes wrong

A low score is a signal, but it doesn’t explain the problem. You can automatically ask customers for more details when their rating falls below a chosen threshold.

Keep feedback connected to support

Survey responses stay linked to Zendesk tickets, so agents can see the feedback in the context of the conversation instead of checking another system.

Avoid asking the same customer too often

Set a survey frequency limit to reduce repeated requests and make feedback collection less annoying for customers.

Get feedback you can actually analyze and work with

Responses can be reviewed in reports, filtered by agent, group, or date range, and exported for further analysis. This makes it easier to spot recurring issues and see how customer feedback changes over time.

The result is a feedback process that gives your team more context without adding another separate workflow to manage.

How to Set Up NPS and Survey in Zendesk?

NPS and Survey for Zendesk works inside your existing Zendesk workflow. You create a survey, decide when it should be sent, and let Zendesk triggers handle the rest.

The basic setup takes no more than 10 minutes:

Step 1: Create your survey

Choose your main question type: NPS, 5-star CSAT, Yes/No, or open text. You can use one question or add another question type to the same survey.

Step 2: Customize your survey

Edit the questions, follow-up messages, and other text customers will see. You can also select the survey language and add translations if you want customers to receive it in their preferred language.

If you need more context from a response, you can add a additional question in any supported format.

Step 3: Add your branding

Make the survey fit your brand by adding your logo and choosing your brand colors. You can also customize the survey text to match the way your company communicates with customers.

Step 4: Set up a Zendesk trigger

Next, decide when the survey should go out. You can choose one of three predefined triggers, when a ticket is closed, solved, or has a specific tag. If those options don’t fit your workflow, you can create a custom Zendesk trigger with your own conditions.

Step 5: Configure survey settings

You can control how often the same customer receives a survey, with frequency limits set by day, week, or month.

You can also choose to create a private note on the ticket when a customer responds and add specific tags to the ticket.

Step 6: Send and review responses

Once everything is configured, there’s no need to send surveys manually. When the conditions in your Zendesk trigger are met, the survey is sent automatically.

Customer responses stay linked to the relevant Zendesk ticket, so your team can see the feedback alongside the original support conversation. You can then use the app’s statistics to review the collected responses.

How to Install NPS and Survey App?

Installing NPS and Survey for Zendesk is quick and easy and doesn’t require any coding or technical setup.

You can install the app in two ways:

• From the Zendesk Marketplace
• Using this direct installation link

Choose the Zendesk account where you want to use the app and follow the installation instructions.

Once the app is installed, open it from your Zendesk account and start creating your first survey.

NPS and Survey for Zendesk – Pricing

NPS and Survey for Zendesk comes with a 14-day free trial, so you can try the app before subscribing. You can create surveys, set up your Zendesk triggers, and test the feedback flow during the trial.

After the trial, the app costs $95 per company per month. The price is not based on the number of agents, so the monthly cost stays the same regardless of your team size.

Let’s Wrap Up

NPS and Survey for Zendesk gives you more ways to ask customers what they really think. You can use NPS, 5-star CSAT, Yes/No, or open-text questions, and even combine them in the same survey when you need more context.

Once everything is set up, Zendesk can send the surveys automatically based on your triggers, and the responses stay linked to the relevant tickets. You can also control the survey design, language, follow-up questions, and frequency, so you can collect feedback without constantly managing it by hand.

If you’re looking for a more flexible way to collect customer feedback in Zendesk, start your 14-day free trial and give it a try.