CSAT-Timer
Boost Zendesk efficiency Smart closures, custom timers, and seamless feedback.
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This App requires access to the conversations API(SUNCO API) for advanced customizations (included in Zendesk Suite Professional plans or above).See Sunshine Conversations for more information.Don't worry in case your plan doesn't support SUNCO API, we’ve got you covered with alternative options to ensure you can still benefit from the app.
Do you need a way to gather CSAT while you are Turning messaging channels to Session Based?
Are you searching for a smarter way to manage customer feedback in Zendesk?
Are your agents spending valuable time managing unnecessary reopened tickets?
Look no further.
Introducing CSAT Timer, that automates ticket closure based on custom satisfaction timers, freeing your agents to focus on more critical tasks.
How does it work?
CSAT Timer lets you set customizable rules to start timers based on your messaging channels. When satisfaction is offered via a specific channel, a new timer will be created in the ticket sidebar, displaying the time progress. If the timer expires before the user responds, the ticket will be automatically closed, tagged with Closed-by-CSAT-APP, a notification will be sent to the topbar app informing the assignee of the closure. This timer will help you to gather CSAT without giving up CSAT, and your messaging channels will turn to Session Based as you wish.
Why CSAT Timer?
Session Based On Messaging:if you want to turn your messaging into session based, you will directly close your messaging ticket when the ticket is resolved. This will allow your customers to create new conversations in Zendesk! But unfortunately, you must give up CSAT.
Ultimate Flexibility in Rule Creation:Set specific rules for each sub-channel or streamline with a single rule for the main channel. Customize satisfaction timers to fit your workflow.
Unified Rule for All Channels: Simplify ticket management with a master rule across social and messaging channels, even for Zendesk plans without Sunshine Conversations, providing a seamless and unified approach to handling customer feedback.
Automatic Follow-Up Tickets: Automatically generate follow-up tickets for closed ones, ensuring continuity in conversations and preventing any important details from being missed.
Seamless Security and Authentication: CSAT Timer requires admin authorization through admin panel to function, ensuring secure access with a quick and easy setup.
Flexible Access Control: Admins can effortlessly manage who has the ability to create rules. This feature provides a straightforward and flexible way to ensure the right team members have the appropriate permissions.
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Installationsanweisungen
After installing the app from the marketplace, as a Zendesk admin (Owner Account), navigate to nav bar instance and follow the prompts.
SUNCO API
In case you need to define a rule regardless of the channel or your plan doesn't support Sunco API, in other words, define a master rule:
In case you need to define a custom rule for each channel, in other words, define a sub-rule based on every messaging channel:
- From the navigation bar in the Admin Center > Conversations API.
- From Conversations API > click on the Create API Key button.
- In the name field, we suggest (CSAT-Timer-API), then click next.
- From the displayed screen, copy the APP ID, KEY ID, SECRET KEY, and save them in a secure location, then click next.
- Go back to the Sunco API tab in CSAT Admin Panel, paste the APP ID, KEY ID, SECRET KEY from the previous step in their fields, switch the Activate Master Rule off, and save.
Follow-Up Ticket
In case you need to activate this feature:
- From CSAT Admin Panel > Settings tab, select Create Follow Up Ticket.
- Click the Choose Form button and select the form to which you want to add the new field.
If you do not select a form, the new ticket field will be added to your default ticket form.
Click save.
- A new dropdown ticket field, CSAT-FollowUp-Ticket, will be automatically created and added to the selected forms.
- Before solving any ticket, choose Yes for the CSAT-FollowUp-Ticket field if you want the CSAT-Timer to create a follow-up ticket.
- To include the original group and assignee on follow-up tickets:
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the Follow-Ups section, select Copy original group and assignee to follow-up ticket.
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