By using the SweetHawk Survey app, you can go beyond Zendesk’s native CSAT by creating fully custom surveys with richer question types, custom branding, and detailed reporting, all delivered through the messaging channel as an embedded button, which agents cannot click themselves.
This guide shows how to connect your messaging channel to SweetHawk Survey and how to configure a Zendesk trigger that automatically sends a survey when a messaging conversation finishes.
Before you begin
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Sunshine Conversations requirement To automate surveys by messaging, Zendesk requires that Sunshine Conversations is included in your Zendesk subscription. You can read more about Sunshine Conversations on Zendesk’s documentation, or contact your Zendesk Account Manager to add to your account. If you do not have a Sunshine Conversations license, you can still send Messaging surveys as a link. |
Step 1. Enable the Sunshine Conversations & webhook
- Open the Survey app in Zendesk.
- Go to Settings and then select Integration.
- Click Add to Sunshine Conversations.
- Authorize the connection to your Zendesk messaging channel.
- After authorization, you will be returned to the same screen, and then click Create webhook.
The app will automatically create the required webhook for sending surveys through messaging.
Once installed, you will see View webhook and Delete webhook. This confirms the connection is active.
Step 2. Create a trigger that sends the survey
With the integration active, you can now build a trigger that decides when the survey should be sent.
Go to Zendesk Admin Center → Objects and rules → Triggers → Create trigger.
Below is a recommended configuration. You may adjust it to suit your internal workflow.
Trigger Conditions
Meet ALL of the following conditions
| Category | Operator | Value |
|---|---|---|
Ticket > Channel |
Is |
Messaging |
Ticket > Satisfaction |
Is |
Unoffered |
Meet ANY of the following conditions
| Category | Operator | Value |
|---|---|---|
Ticket > Messaging session state |
Changed to |
Inactive |
Ticket > Status category |
Changed to |
Solved |
This combination ensures the survey can be sent either when the agent solves the ticket or when the messaging session has gone inactive. This gives a better chance that the requester still sees the survey in the widget.
Trigger Actions
In the Actions section of the trigger, add:
| Category | Operator | Value |
|---|---|---|
Notify by |
Active webhook |
App - Survey - Survey by messaging |
Ticket > Satisfaction |
Is |
Offered to requester |
In the webhook, you have two options:
Option A. Use your default survey
Leave the parameters blank.
This will use the default CSAT survey set in the Settings area of the Survey app.
Save your trigger.
Option B. Specify a particular survey that will be sent
- Click Add parameter.
- Key: survey_id
- Value: The Survey UID of the survey you want to send.
How to find your Survey UID
- Open the Survey app.
- Go to Surveys and click the survey name.
- Open the Settings tab.
- The Survey ID is displayed on the right side of the page. Click the box button to copy the ID.
Save your trigger.
Step 3. Test your automation
Send a test message to your widget, allow the conversation to become inactive or solve the ticket, and confirm that the survey is delivered within the same messaging conversation.
If you do not receive a survey, check the following:
- Ticket was correctly identified as a Messaging ticket.
- Satisfaction was still “Unoffered” before the trigger ran.
- The webhook status in the Survey app shows “OK”.
- The requester has an active messaging identity.