Role: Account Manager, Admin
Klaus embedded surveys for Zendesk allows your customers to leave a rating for an interaction with the support team by simply clicking on the survey in the email signature. The link leads your customer to a landing page where they can leave a comment about the support interaction.
If you use a Zendesk email template, insert the survey code into the template to implement the survey. This allows your customers to rate the agents after each interaction, as the survey will be conveniently located in their support case email signature.
To set up a survey:
Go to Account Settings > Surveys
Set up a new survey and save it
Go to Delivery step in survey setup flow
Select your Zendesk connection where you want to add embedded surveys
Open the Deliver via dropdown and select “Embedded snippet + email followup
Add trigger conditions for follow up surveys (this way survey will be triggered when there is no response from the embedded survey)
Click on preview to confirm and Copy code
Go to > Zendesk Admin Center > Objects and rules > Triggers
Open "Notify requester and CCs of comment update" trigger (or any other trigger your team is using)
Find the Email body field
Copy the embedded code snippet below the {{ticket.latest_comment_html}}
Click save
Don’t forget to publish the survey in Klaus
Set up followup survey condition triggers (Optional):
Go to Delivery step in survey setup flow
Select your Zendesk connection where you want to add embedded surveys
Click on Add rule link and add rules when you want to send out followup surveys.
Followup surveys will be only sent out when there is no response from the embedded survey. Followup surveys are optional, if no trigger rules are added, no followup surveys will be sent out.
If you change the survey in Klaus you always need to copy the code again from Klaus survey setup and replace it in Zendesk email template. Also important to note, if you delete or pause the survey in Klaus, it does not automatically remove the embedded survey from Zendesk. You need to remove embedded code manually from triggers.