[{"data":1,"prerenderedAt":641},["ShallowReactive",2],{"content:blog:\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved":3,"content:blog:list:posts":470,"content:data_authors:list:rows":637},{"id":4,"title":5,"author":6,"body":7,"canonical":426,"category":427,"date":428,"description":429,"draft":430,"extension":431,"faq":432,"image":448,"imageAlt":449,"keyword":450,"locale":451,"meta":452,"navigation":453,"noindex":430,"og":426,"path":454,"readingTime":426,"seo":455,"sources":456,"stem":463,"tags":464,"updated":428,"video":426,"__hash__":469},"blog\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.md","Zendesk CSAT survey setup in seven steps","farsad",{"type":8,"value":9,"toc":409},"minimark",[10,14,23,28,31,39,47,51,54,78,82,98,105,109,115,163,166,170,173,195,202,205,209,216,240,243,247,253,276,279,283,303,306,310,316,319,323,337,345,349,357,364,368,394,398,401],[11,12,13],"p",{},"To send a CSAT survey when a Zendesk ticket is solved, connect Zendesk in Pulseri, create a triggered campaign, add the \"Ticket solved\" event and switch the campaign on. Setup takes about twenty minutes, mostly one-time work in Zendesk.",[11,15,16,17,22],{},"You need to be an admin in Zendesk and have a Pulseri role that can manage integrations, such as Administrator. Zendesk is not on every plan, so check the ",[18,19,21],"a",{"href":20},"\u002Fpricing","pricing page"," first.",[24,25,27],"h2",{"id":26},"why-measure-support-with-csat","Why measure support with CSAT",[11,29,30],{},"CSAT asks how satisfied someone was with one experience. A closed support ticket is the classic moment: the customer remembers what happened, and you can still fix a bad one.",[11,32,33,34,38],{},"To compare CSAT with NPS and effort scores, read ",[18,35,37],{"href":36},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES",".",[11,40,41,42,46],{},"Zendesk has its own CSAT feature. Its help center says the survey email goes out after a ticket is set to solved, and that you can change how many hours later it is sent. ",[43,44],"cite-ref",{"n":45},"1"," That suits you if you only need a number inside Zendesk. The steps below are for teams that want the score with their other surveys and alerts.",[24,48,50],{"id":49},"before-you-start","Before you start",[11,52,53],{},"Have these ready:",[55,56,57,61,64,75],"ul",{},[58,59,60],"li",{},"A Zendesk account where you can open the Admin Center.",[58,62,63],{},"A Pulseri role that can manage integrations.",[58,65,66,67,71,72,38],{},"Your Zendesk subdomain. If you sign in at ",[68,69,70],"code",{},"acme.zendesk.com",", it is ",[68,73,74],{},"acme",[58,76,77],{},"A test ticket whose requester is your own email address.",[24,79,81],{"id":80},"step-1-open-the-zendesk-connection-in-pulseri","Step 1: Open the Zendesk connection in Pulseri",[11,83,84,85,89,90,93,94,97],{},"In Pulseri, open ",[86,87,88],"strong",{},"Settings",", then ",[86,91,92],{},"Integrations",". Find Zendesk and press ",[86,95,96],{},"Connect",". A window called \"Connect Zendesk\" opens.",[11,99,100,101,104],{},"Keep it open. It shows a ",[86,102,103],{},"Redirect URL"," with a copy button. You need it next.",[24,106,108],{"id":107},"step-2-create-an-oauth-client-in-zendesk","Step 2: Create an OAuth client in Zendesk",[11,110,111,112],{},"Zendesk has no shared Pulseri app, so you create a small key for your own account. Zendesk describes the screen in its guide to OAuth. ",[43,113],{"n":114},"2",[116,117,118,133,140,143,150,153],"ol",{},[58,119,120,121,89,124,89,127,89,130,38],{},"In Zendesk, open ",[86,122,123],{},"Admin Center",[86,125,126],{},"Apps and integrations",[86,128,129],{},"APIs",[86,131,132],{},"Zendesk API",[58,134,135,136,139],{},"Open the ",[86,137,138],{},"OAuth Clients"," tab and add a client.",[58,141,142],{},"Give it a name, such as \"Pulseri\".",[58,144,145,146,149],{},"Set the client kind to ",[86,147,148],{},"Confidential",". Pulseri needs a client secret, so the default Public kind will not work.",[58,151,152],{},"Paste the Redirect URL you copied from Pulseri and save.",[58,154,155,156,159,160,38],{},"Copy the ",[86,157,158],{},"Identifier"," and the ",[86,161,162],{},"Secret",[11,164,165],{},"Treat the secret like a password.",[24,167,169],{"id":168},"step-3-finish-the-connection","Step 3: Finish the connection",[11,171,172],{},"Back in the Pulseri window, fill in three fields:",[55,174,175,183,189],{},[58,176,177,180,181,38],{},[86,178,179],{},"Subdomain",", for example ",[68,182,74],{},[58,184,185,188],{},[86,186,187],{},"Client ID",", which is the Identifier from Zendesk.",[58,190,191,194],{},[86,192,193],{},"Client secret",", which is the Secret from Zendesk.",[11,196,197,198,201],{},"Press ",[86,199,200],{},"Save & connect",". Pulseri sends you to Zendesk to approve access. Approve it.",[11,203,204],{},"When you return, Pulseri has added a webhook and a trigger to your Zendesk account. The trigger fires when a ticket's status changes to Solved. You build neither. The Zendesk card in Pulseri shows as connected.",[24,206,208],{"id":207},"step-4-create-the-csat-campaign","Step 4: Create the CSAT campaign",[11,210,211,212,215],{},"A campaign is one survey with its rules. In Pulseri, open ",[86,213,214],{},"Campaigns"," and create a new one.",[116,217,218,221,228,234,237],{},[58,219,220],{},"Name it clearly, like \"Support CSAT\".",[58,222,223,224,227],{},"For the metric, choose ",[86,225,226],{},"Customer Satisfaction",". It asks \"How satisfied were you with your recent experience?\" on a 1 to 5 scale. You can type your own wording in the question field, such as \"How did we do with your support request?\"",[58,229,230,231,38],{},"Set the campaign type to ",[86,232,233],{},"Triggered: fire off an event",[58,235,236],{},"Keep the channel as email.",[58,238,239],{},"Design the email and the thank-you message if you wish.",[11,241,242],{},"Save once. You can add triggers after the campaign exists.",[24,244,246],{"id":245},"step-5-add-the-ticket-solved-trigger","Step 5: Add the Ticket solved trigger",[11,248,249,250,38],{},"In the campaign, find ",[86,251,252],{},"Add a trigger",[116,254,255,262,271],{},[58,256,257,258,261],{},"In ",[86,259,260],{},"Fires from",", choose Zendesk.",[58,263,257,264,267,268,38],{},[86,265,266],{},"Event",", choose ",[86,269,270],{},"Ticket solved",[58,272,197,273,38],{},[86,274,275],{},"Add trigger",[11,277,278],{},"The trigger now shows a delay field, in seconds before sending. A survey that lands the second a ticket is solved can feel rushed. Try an hour to start, which is 3600 seconds. If customers often reopen tickets, try a day.",[24,280,282],{"id":281},"choosing-the-delay","Choosing the delay",[55,284,285,291,297],{},[58,286,287,290],{},[86,288,289],{},"Quick fixes, such as a password reset."," An hour or two works.",[58,292,293,296],{},[86,294,295],{},"Hard problems that take days."," Wait a day, so the customer can confirm the fix held.",[58,298,299,302],{},[86,300,301],{},"Customers who often reopen tickets."," Wait longer, until the problem has stayed solved.",[11,304,305],{},"If comments say things like \"I have not tried the fix yet\", you asked too early. Lengthen the delay.",[24,307,309],{"id":308},"step-6-switch-it-on","Step 6: Switch it on",[11,311,197,312,315],{},[86,313,314],{},"Activate campaign",". If a button is grayed out, hover over it. Pulseri tells you what is missing, such as a metric or a trigger.",[11,317,318],{},"From now on, each time a ticket is solved, Pulseri looks up the requester by email address, creates them if they are new, waits for your delay and sends the survey. Each event is counted once, so one solved ticket never sends two surveys.",[24,320,322],{"id":321},"step-7-test-it-before-customers-see-it","Step 7: Test it before customers see it",[116,324,325,328,331,334],{},[58,326,327],{},"In Zendesk, create a ticket with your own email as the requester.",[58,329,330],{},"Set the ticket to Solved.",[58,332,333],{},"Wait for your delay. For a quick test, set it to 60 seconds and change it back later.",[58,335,336],{},"Check your inbox, answer the survey and look at the answer in the campaign.",[11,338,339,340,342,343,38],{},"If nothing arrives, check that the campaign is active, the trigger says Ticket solved, and the email is not in spam. Then check that the Zendesk integration shows as connected in ",[86,341,88],{},", ",[86,344,92],{},[24,346,348],{"id":347},"what-to-do-with-the-answers","What to do with the answers",[11,350,351,352,356],{},"Add an alert so a bad score reaches your support lead the same day. The ",[18,353,355],{"href":354},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Slack alert guide"," shows how, using a rule such as \"score 2 or lower\". Read the comments on low scores first.",[11,358,359,360,38],{},"See also the ",[18,361,363],{"href":362},"\u002Fsolutions\u002Fpost-support-csat","post-support CSAT page",[24,365,367],{"id":366},"good-habits","Good habits",[55,369,370,376,382,388],{},[58,371,372,375],{},[86,373,374],{},"Keep the question short."," One rating and one open comment.",[58,377,378,381],{},[86,379,380],{},"Do not run two CSAT surveys for the same tickets."," If you use Zendesk's own CSAT, turn it off for the tickets you send from Pulseri.",[58,383,384,387],{},[86,385,386],{},"Use the daily limit."," CSAT has a limit on how many surveys one person can get in 24 hours. You can change it in your settings.",[58,389,390,393],{},[86,391,392],{},"Clean up if you disconnect."," Check in the Zendesk Admin Center that the webhook and trigger Pulseri created are gone. Delete them if they remain.",[24,395,397],{"id":396},"where-pulseri-fits","Where Pulseri fits",[11,399,400],{},"Pulseri turns a solved ticket into a survey and a low score into a message for your team, alongside your NPS surveys and employee pulse.",[11,402,403,404,408],{},"See the ",[18,405,407],{"href":406},"\u002Fintegrations","integrations page"," for the other tools Pulseri connects to.",{"title":410,"searchDepth":411,"depth":411,"links":412},"",2,[413,414,415,416,417,418,419,420,421,422,423,424,425],{"id":26,"depth":411,"text":27},{"id":49,"depth":411,"text":50},{"id":80,"depth":411,"text":81},{"id":107,"depth":411,"text":108},{"id":168,"depth":411,"text":169},{"id":207,"depth":411,"text":208},{"id":245,"depth":411,"text":246},{"id":281,"depth":411,"text":282},{"id":308,"depth":411,"text":309},{"id":321,"depth":411,"text":322},{"id":347,"depth":411,"text":348},{"id":366,"depth":411,"text":367},{"id":396,"depth":411,"text":397},null,"Setup guides","2026-10-15","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.",false,"md",[433,436,439,442,445],{"q":434,"a":435},"Which Zendesk event starts the survey?","A ticket changing to Solved. When you connect, Pulseri adds the webhook and trigger in Zendesk.",{"q":437,"a":438},"Who gets the survey?","The requester on the ticket, by email. Pulseri matches them by email address and adds them if the address is new.",{"q":440,"a":441},"Can I wait before the survey goes out?","Yes. Each trigger has a delay in seconds, so you can wait an hour or a day.",{"q":443,"a":444},"What if one customer solves several tickets in a day?","CSAT surveys have a daily limit per person, so a busy day does not become a pile of surveys.",{"q":446,"a":447},"Do I still need Zendesk's own CSAT?","Either. Use Pulseri to keep the score next to your NPS, alerts and other surveys. Do not run both for the same tickets, or customers get asked twice.","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows","Zendesk CSAT survey","en",{},true,"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved",{"title":5,"description":429},[457,460],{"title":458,"url":459,"retrieved":428},"Using CSAT (Zendesk Support help center)","https:\u002F\u002Fsupport.zendesk.com\u002Fhc\u002Fen-us\u002Farticles\u002F203662256-Using-CSAT",{"title":461,"url":462,"retrieved":428},"Using OAuth authentication with your application (Zendesk Support help center)","https:\u002F\u002Fsupport.zendesk.com\u002Fhc\u002Fen-us\u002Farticles\u002F4408845965210-Using-OAuth-authentication-with-your-application","blog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved",[465,466,467,468],"zendesk","csat","support","setup","zwqSXYjPMSixTXS5szQ0aMA2eRBzG6FT5kmGGVMiqCU",[471,485,497,506,514,523,531,539,546,554,562,572,579,590,592,599,610,621,629],{"path":472,"title":473,"description":474,"date":475,"updated":475,"category":476,"tags":477,"author":6,"image":482,"imageAlt":483,"readingMinutes":484},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[478,479,480,481],"alerts","detractors","feedback","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",8,{"path":486,"title":487,"description":488,"date":475,"updated":475,"category":489,"tags":490,"author":6,"image":494,"imageAlt":495,"readingMinutes":496},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.","Scores and metrics",[491,492,493],"nps","loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":498,"title":499,"description":500,"date":475,"updated":475,"category":476,"tags":501,"author":6,"image":503,"imageAlt":504,"readingMinutes":505},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[480,491,502],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":507,"title":508,"description":509,"date":475,"updated":475,"category":489,"tags":510,"author":6,"image":512,"imageAlt":513,"readingMinutes":496},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[466,481,493,511],"calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":515,"title":516,"description":517,"date":475,"updated":475,"category":476,"tags":518,"author":6,"image":520,"imageAlt":521,"readingMinutes":522},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[519,466,480],"survey-questions","\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":524,"title":525,"description":526,"date":475,"updated":475,"category":476,"tags":527,"author":6,"image":529,"imageAlt":530,"readingMinutes":522},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[480,491,528],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":532,"title":533,"description":534,"date":535,"updated":535,"category":489,"tags":536,"author":6,"image":537,"imageAlt":538,"readingMinutes":496},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[466,511,481],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":540,"title":541,"description":542,"date":535,"updated":535,"category":476,"tags":543,"author":6,"image":544,"imageAlt":545,"readingMinutes":522},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[466,480],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":547,"title":548,"description":549,"date":550,"updated":550,"category":476,"tags":551,"author":6,"image":552,"imageAlt":553,"readingMinutes":484},"\u002Fblog\u002Fopen-ended-survey-questions-examples","Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[519,480,491,466],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":555,"title":556,"description":557,"date":558,"updated":558,"category":489,"tags":559,"author":6,"image":560,"imageAlt":561,"readingMinutes":522},"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers","15 NPS follow-up questions that get real answers","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.","2026-10-15T00:00:00.000Z",[491,519,480],"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots",{"path":563,"title":564,"description":565,"date":558,"updated":558,"category":476,"tags":566,"author":6,"image":570,"imageAlt":571,"readingMinutes":522},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[567,568,569,528],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":573,"title":574,"description":575,"date":558,"updated":558,"category":489,"tags":576,"author":6,"image":577,"imageAlt":578,"readingMinutes":522},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[491,511,481],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":580,"title":581,"description":582,"date":558,"updated":558,"category":583,"tags":584,"author":6,"image":588,"imageAlt":589,"readingMinutes":522},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[585,586,587],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":454,"title":5,"description":429,"date":558,"updated":558,"category":427,"tags":591,"author":6,"image":448,"imageAlt":449,"readingMinutes":522},[465,466,467,468],{"path":354,"title":593,"description":594,"date":558,"updated":475,"category":427,"tags":595,"author":6,"image":597,"imageAlt":598,"readingMinutes":522},"Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[596,478,491,479],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":600,"title":601,"description":602,"date":558,"updated":558,"category":603,"tags":604,"author":6,"image":608,"imageAlt":609,"readingMinutes":522},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[605,606,607],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":611,"title":612,"description":613,"date":614,"updated":614,"category":476,"tags":615,"author":6,"image":618,"imageAlt":619,"readingMinutes":620},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[616,491,466,617],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":36,"title":622,"description":623,"date":614,"updated":614,"category":489,"tags":624,"author":6,"image":626,"imageAlt":627,"readingMinutes":628},"NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[491,466,625,493],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",4,{"path":630,"title":631,"description":632,"date":614,"updated":614,"category":489,"tags":633,"author":6,"image":635,"imageAlt":636,"readingMinutes":620},"\u002Fblog\u002Fwhat-is-a-good-nps-score","What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[491,634,481],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[638],{"key":6,"name":639,"avatar":640},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076676]