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Setting up a Zendesk Thermometer

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.

Add / edit the Zendesk placeholder fields as shown below. These placeholders provide identifiable feedback and dictate which data is captured alongside the Customer Thermometer rating.

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.

 

Updated on July 18, 2017

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