Zendesk Thermometers allow recipients to rate responses on tickets.
They can be sent on “Ticket Solved” or added to the bottom of EVERY thread.
Customer Thermometer responses can be written directly onto the Zendesk ticket. Click for setup.
Create your Zendesk Embedded Thermometer
Create a new Embedded Thermometer.
Choose “Zendesk” from the i) Embedded Thermometer type drop down box.
Generate your embed code
Click the Generate embed code button. You will see a window popup.
To capture identifiable data such as the recipient’s name, company, tech name, ticket number etc we use Zendesk’s variables within the survey code. We pre-populate some of Zendesk’s variables for you as shown below but you can add more into the spare custom fields if you wish (click ‘Add more fields’).
These pieces of identifiable data are then captured alongside the Customer Thermometer rating within your reporting.
Additional Zendesk placeholder fields are available for tracking, as shown here.
Adding Thermometer icons to your Zendesk Triggers
You will need to have Zendesk admin rights for this set up process.
Navigate to Settings > Business Rules > Triggers:
It’s likely you’ll have multiple triggers setup – possibly not just the default ones.
Edit the “Notify requester of comment update” Trigger.
If you don’t see this, it may be deactivated or renamed. You may need to create a new one.
Once inside the Trigger, ensure the settings are as follows:
Positioning the Thermometer within the thread
Scrolling further down, paste the Thermometer embed code into the Email body:
We recommend the following approach:
Your Request {ticket.id}} has been updated... etc etc
{{ticket.latest_comment_formatted}}
[CUSTOMER THERMOMETER EMBED CODE HERE]
{{ticket.comments_formatted}}
This will add the Thermometer icons after the first thread response, followed by the remainder of the thread.
Ensure you click “Save” for the Trigger to take effect.
To write back Customer Thermometer ratings into the Zendesk ticket, click here.
If you are a little stuck do not panic! Please see our integration demo below:
Final steps
Once you’ve embedded your Thermometer into Zendesk, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!
Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.
Don’t forget you can also enable instant email alerts, and set a lockout to prevent the same person responding more than once within a chosen timeframe.
If you need any help or have any queries please contact the Ministry of Magic.