This article will cover how to create a custom survey in the SweetHawk Survey app for Zendesk.
You can create a custom survey by following these:
2: Add your questions to the survey
4: Configure the survey to be sent from a trigger or automation
1. Create the survey.
To create a new survey, click into the survey app via the icon in the main left bar. Then under Surveys on the right click on Add survey.
Then give the survey a name and make selections as desired from the other options.
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Note: If you plan on recording survey data into Zendesk custom ticket fields, make sure you select the option to Close survey on ticket close. This will ensure that the data you record in a survey will always be able to be applied to the ticket. |
Finally click on Save settings at the bottom. This will automatically bring up the next screen for you to define your first survey question.
2. Add questions to your survey.
At the top of your first question, enter what your question.
Then under Rating type set it to either NPS (0-10), Star rating (1-5), Happy Neutral Sad or Thumbs up/down.
Fill out the Option labels so that it is clear to the person filling out the survey which end of the scale means good and bad.
Finally, if you would like to ask for a reason as to why a specific score was provided, under Reason question type in the desired question. If you do not type anything in, then no reason question will be asked.
At the bottom, click Save question.
To add your next question, at the top right, click on Add question and continue repeating the above steps until all your desired questions have been added.
3. Preview the Survey.
Once you have completed all of the questions, to preview what your survey will look like, go to the main Surveys section and, on the far right, next to your new survey, click the eye icon like this:
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Note: It is important that you are satisfied with your survey before you start to send it. This is because, once you receive your first survey response you will no longer be able to alter survey questions. This is to ensure that in-app reports for your surveys are always accurate. If you need to make a change in the future, you can always clone your survey and swap in the new one after making the desired alterations. |
4. Configure the survey to be sent.
A survey can be automatically sent off at any point during a ticket's lifecycle before it is marked as closed. To do this all you need to do is copy the snippet into the Zendesk trigger or automation you want.
You can copy the snippet from the main surveys page. Each survey will have the snippet listed next to it like this:
After setting the conditions of the trigger or automation you want, in the Actions section, set an email to be sent that contains the snippet. Here is an example action in a trigger that fires at the point that a ticket is marked as solved:
5. Send!
Finally, you can send your survey by changing the settings of a ticket to match the rules of the trigger or automation.