Introduction
Worknet significantly boosts your customer response rate for CSAT from the standard 5% to 25-30%. All you need to do is set up a standard Zendesk automation to send a Slack message to the requester alongside the CSAT email.
The requester will receive a Slack message that updates directly in Zendesk.
No changes are needed, except you'll receive many more responses and improve the information you have about customer satisfaction.
Set up
In the Zendesk admin experience navigate to the Automation section.
Create an automation that will be used to submit the Slack message
Define the conditions for sending the Slack message
Enter the following JSON to the JSON body
{"status":"{{ticket.status}}","relation_data":"{{ticket.external_id}}","ticket_id":"
{{ticket.id}}","type":"ticket","trigger_name": "worknet_csat_rate","assignee":"
{{ticket.assignee.name}}","requester":"{{ticket.requester.name}}","rating_section":"
{{satisfaction.rating_section}}","positive_rating":"
{{satisfaction.positive_rating_url}}","negative_rating":"{{satisfaction.negative_rating_url}}"}
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