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Sending CSAT surveys in Slack

Gather valuable feedback from your requesters within Slack using Actioner's CSAT feature.

Zendesk app for Slack
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What's it for

Automated CSAT surveys in Slack allow for real-time feedback on support experiences. This integration fosters immediate insights, higher response rates, and cross-departmental alignment, enhancing the overall support.

How it works

Process of sending CSAT to requesters in Slack ensures that the requester receives an automated direct message asking them to rate their support experience on a 1-5 scale, whenever the ticket is solved.

Actioner offers two additional options to customize how you handle CSAT ratings:

  1. First, you can choose to add the CSAT score as an internal note to your tickets. This way, your support team can have visibility into the requester's rating and comment directly within the ticket, allowing them to address any concerns or issues promptly.
  2. Secondly, you have the option to show the CSAT score in your triage channel. This allows your support team to monitor CSAT ratings at a glance, providing valuable insights into overall customer satisfaction levels and identifying areas that may require improvement.

How to get started

  1. Install Zendesk app for Slack from Actioner App directory and complete setup.
  2. In your Slack workspace, call Actioner.
  3. Run Configure CSAT for requests created in Slack workflow according to your preferences.
  4. If you prefer to disable CSAT ratings, you can easily do so with running the same workflow.

Visit related help doc for more information on setup and customizations ➡️

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Use case app
Conversational ticketing with Zendesk
Learn how to use
Zendesk for Slack Help Doc
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Raise requests within Slack using Actioner's shortcut or slash command.

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Frequently asked questions

Can I use this app with a different ticketing tool?

Conversational ticketing app is tailored for Zendesk. If you are using another tool such as Freshdesk or Jira Service Management, etc. you can use Actioner to build a conversational ticketing app that works with your system.

Our ticket management process includes more tools. Can I also use them with Actioner?

You can use as many tools as you want with Actioner as long as they have public APIs. You can create new connections, actions, and workflows that send data from your own tools and combine them with the existing app.

Can I use another emoji to create tickets?

Yes! You can customize your app, and change the emojis in your workflows through AppConfigs. Please check out Conversational ticketing with Zendesk help doc for more information.

How can I add new request channels?

To add new request and triage channels, you can run Set up request and triage channels workflow. After running this workflow, do not forget to invite Actioner to your new request channel! Please check out Conversational ticketing with Zendesk help doc for more information.