How to remotely trigger an Email Thermometer using Zendesk

How to remotely trigger an Email Thermometer using Zendesk

Ever since our release of Embedded Thermometers, customers have been embedding our feedback buttons in to 3rd party applications, such as Zendesk support threads to find out how their customers are feeling. Nothing changes there.

Sometimes, that’s not appropriate. Every business has different processes and ways in which they want to interact with customers.

Our API allows you to trigger prebuilt Thermometers, by sending contact data in the right format and appending results to an open-ended Blast.

This can be done using any application in theory. With Zendesk being such a popular integration, this blog post describes how to set it up in a couple of minutes.

At typical workflow would be:

Zendesk ticket is closed > Zendesk triggers a prebuilt Email Thermometer > Contact populated in specific list > Response added to open Blast.

Why would you want do this?

Embedded Thermometers work perfectly inside Zendesk, except in the unusual situation (and everyone has their reasons) of when a Zendesk customer might choose to use plain text emails only. In that situations, Embedded Thermometers will not show icons and instead, display ugly URL strings – not idea when encouraging recipients to click. Triggering an Email Thermometer would be a good way round this.

It could be you might want to make a specific point of sending a nicely formatted email with explanation, to gather feedback. This way, the email could be ‘signed’ by an exec and come from a specified address etc.

You might also choose for your ticket solved feedback email to have a different set of landing pages from your Embedded thread emails. This process would allow for that.

How it’s done

Firstly, you need to find your API key, which you’ll find in your settings area.

Then, inside Zendesk, head to Admin > Extensions and set up the URL target, which will use your API key, your Thermometer, List and Blast ID’s and the relevant Zendesk placeholder variables.

It will look something like this:

https://app.customerthermometer.com/api.php?apiKey=c2cb5217b4f08e110fc1a01f615e0c8b&getMethod=sendEmail&emailAddress={{ticket.requester.email}}&firstName={{ticket.requester.first_name}}&lastName={{ticket.requester.last_name}}&custom1={{ticket.id}}&custom2={{ticket.assignee.name}}&custom3={{ticket.account}}&thermometerID=7694&listID=12555&blastID=70396

Finally – set up a Business Rule > Trigger which refers to that URL target you’ve just set up.

For details on how to set this up – take a look at the video below. You should be up and running in 10 minutes.