NOTE: If you do not see Zendesk as an option, it means this feature is not currently enabled for this account. Please contact us to enable this feature.

1. Log in to your Wootric dashboard and go to your Settings. You will see a scroll menu on the left side of your screen. Scroll down to All Integrations > Trigger Surveys. Click into Trigger surveys in Zendesk.

2. Scroll to the bottom and click the "enable" button.

3. Once enabled, you should see the channel URLs

4. In a new browser tab, log in to your Zendesk account.

  • On the left side of your screen, you will see a little gear icon, which is your Admin tab.

  • Click through and then scroll down the menu to “Settings”.

  • Select “Extensions” under “Settings”. Next click “add target”.

5. Select “HTTP target”.

6. Provide a title for your webhook that describes its function, e.g. “Send CSAT survey-ticket close target”.

7. On the tab with Wootric open, scroll down to the URLs for survey channel options and copy your chosen survey delivery channel's URL.

8. Paste the URL into Zendesk.

  • In the drop-down menu for “Method”, select “POST”.

  • Under Content type, select “JSON” in the drop-down menu, if it is not already selected.

  • Leave the check box under “Basic Authentication” unchecked.

9. Test your webhook first by selecting “Test Target” and hitting submit. This will let you see if the request is reaching the server. 

10. When you hit submit, a box will pop up titled JSON body. For your test, return to the tab with Wootric open and copy the text indicated in this screenshot:

11. Paste this text into the JSON body on your Zendesk tab then hit submit. You should see “HTTP/1.1 200 OK” on the next screen that pops up, like the example below. 

Note:  You can send yourself a test email by copying the following text, pasting it into the JSON body, and replacing the text between the quotation marks in “” with your actual email:

  "emails" : "",
  "subject" : "This is the email's subject. It can contain placeholders like {{}} or {{}}",
  "intro" : "This is an intro message.",
"email_delay": 60

You should receive an email and the response screen should display the same “HTTP/1.1 200 OK” message, or something similar.

With email surveys, you can customize the "subject", "intro", "email_delay" and "survey_settings". The email delay is in minutes. The "survey_settings" is an object that can contain these values:

  • language

  • audience_text

  • product_name

  • custom_messages

custom_messages is also an object that can contain the following values:

  • promoter_followup_text

  • promoter_thank_you_link_text

  • promoter_thank_you_link_url

  • promoter_thank_you_main

  • promoter_prompt_text

  • passive_followup_text

  • passive_thank_you_link_text

  • passive_thank_you_link_url

  • passive_thank_you_main

  • passive_prompt_text

  • detractor_followup_text

  • detractor_thank_you_link_text

  • detractor_thank_you_link_url

  • detractor_thank_you_main

  • detractor_prompt_text

Here's an example using all the parameters.

  "emails" : "",
  "subject" : "This is the email's subject. It can contain placeholders like {{}} or {{}}",
  "intro" : "This is an intro message.",
  "survey_settings" : {
    "language" : "EN",
    "product_name" : "Examply",
    "audience_text" : "a colleague",
    "custom_messages" : {
      "promoter_followup_text" : "Thanks for your feedback! Would you please tell us about your experience?",
      "promoter_prompt_text" : "What did you like the most?",
      "promoter_thank_you_link_text" : "Join our referral program!",
      "promoter_thank_you_link_url" : "",
      "promoter_thank_you_main" : "Thanks for your feedback!",
      "passive_followup_text" : "Thanks for your feedback. How can we improve?",
      "passive_prompt_text" : "Help us improve!",
      "passive_thank_you_link_text" : "Return to our Support Center",
      "passive_thank_you_link_url" : "",
      "passive_thank_you_main" : "Thank you for your feedback!",
      "detractor_followup_text" : "Thank you for your feedback. How can we improve your experience?",
      "detractor_prompt_text" : "Please tell us how we can do better.",
      "detractor_thank_you_link_text" : "Return to our Support Center",
      "detractor_thank_you_link_url" : "",
      "detractor_thank_you_main" : "We hear you. Thank you for your feedback!"

You can customize any field by inserting custom placeholders, like {{}}.

12. To create the target, select “Create Target” in the drop-down menu and hit “Submit”

13. Now go to “Triggers” under “Business Rules” in the left sidebar. Here you can add a new trigger or edit existing ones.

14. Whether you are creating or updating a trigger, you first need to select the conditions under which the trigger will work. In “Actions”, be sure to select “Notify target”, under which you can select the target you recently created.

15. In the message field be sure to use the correct JSON body. You can select the custom property fields by which the end-user can be identified and surveyed by clicking on “view available placeholders”, copying the text provided, and pasting the text into the JSON body where appropriate. 

 For example:

  "emails" : "",
  "subject" : "Thanks for contacting (write your company name here). Tell us how we did",
  "intro" : "Thanks for contacting (insert your company name here). Please, answer this one question regarding ticket #{{}}",
"email_delay": 60

16. If you want to pass properties on to Wootric for the purpose of filtering in the dashboard, be sure to include the "key": "value" pairs in the JSON body.

The format is: "property_name": "value"

  • If the property is a date, include "_date" after the property name.

  • If the property is a number, include "_amount" after the property name.

For example:  year_date will take the passed value and treat it like a date.

Note: Wootric only accepts dates in UNIX 10 Digit timestamp format.

You can also use a custom placeholder as a value. 

For example, you can pass the Zendesk Ticket ID as a dashboard filter

ticket_id is the property name and {{}} is the custom placeholder you would reference.

NOTE: If you are planning to send your CSAT results back to Zendesk, ticket_id will be a required field for that to work.

Here's what these two examples would look like:

"ticket_id": "{{}}", 
"year_date": "1512000000"    

(1512000000 is "2018" in Unix 10-digit timestamp format.  It will appear as "2018" in the dashboard.)

**You can pass up to 5 properties. Contact Wootric if you need to pass more**

Here is how the entire JSON body would look with the properties included:

  "emails" : "{{}}",
  "subject" : "Thanks for contacting (insert your company name here). Please, give us your feedback on ticket #{{}}",
  "intro" : "Thanks for contacting (insert your company name here). Please, give us your feedback on ticket #{{}}",
  "ticket_id": "{{}}",
  "Year_date": "1512000000"

To finish up, click on “Create Trigger”.

17. Your trigger and target are set up. Customers who meet the trigger criteria will now receive a Wootric survey like the example below:


How can I send the survey to the CCs of the ticket?
To retrieve the cc emails from the ticket, you can use ticket.ccs

If you want a specific trigger to only be sent to all the cc's of a ticket, you can iterate the ticket.ccs variable with Zendesk's Liquid markup and add those to the email  array of the payload:

  "emails" : ["{% for cc in ticket.ccs %}'{{}}',{% endfor %}''"]

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