Automation for Zendesk

SmileBack's powerful automation feature allows you to build custom rules based on the CSAT or NPS reviews you receive. Each automation performs an action every time a specific event, or trigger, takes place within SmileBack.

Automations using the "when a new review is received" trigger run a short time after a review is received, in order to allow time for the user to change the rating if needed.

Create an Automation

Follow these steps to create an Automation:

1. Go to Automation in the dropdown Tools menu.
2. Choose Add CSAT Rule or Add NPS Rule depending on which survey type you want to set up an automation for.
3. Add a name for the rule.
4. In the When dropdown, select a trigger (for CSAT, for NPS there is only one trigger). This is the event that will cause the automation to run.
5. Use the optional condition filters to to further define which reviews should trigger your automation.
6. Define in the Then column what should happen when the trigger is matched (see the Actions section below).
7. After selecting the action, you can further define its settings.
8. Click on Save.

Enabling/Disabling an automation rule

Use the on/off switch to enable or disable a rule. 

Actions

• Reopen ticket in Zendesk - changes the ticket status from "Solved" to "Open". You can use the automation conditions to run this when negative or neutral reviews are received so that unhappy customers get a follow up. Please note that once Zendesk has moved a ticket from "Solved" to "Closed" it is no longer possible to re-open it.
• Add internal note to Zendesk - record your SmileBack reviews in the original ticket with no effort.
  
• Tag ticket with rating - add "positive", "neutral" or "negative" to the tags field on the ticket.
  
• Submit satisfaction rating to Zendesk - sync your SmileBack reviews back into Zendesk's own Satisfaction Surveys feature. As Zendesk only has "positive" and "negative" ratings, we let you choose how to handle "neutral" reviews from SmileBack. You must have Zendesk Satisfaction Surveys enabled for this to work.