Setting up a Zendesk Event Based Workflow
Updated
Zendesk offers an event-based workflow feature that empowers you to establish automated processes triggered by specific ticket events within the platform. Utilizing these event conditions, CFM surveys can be automatically dispatched to customers to gather post-support feedback, thereby ensuring prompt and consistent insights into customer satisfaction.
Automatically trigger workflows in CFM from Zendesk ticket events by using Zendesk ticket fields as dynamic placeholders within surveys, enabling end-to-end actions such as profile creation, survey distribution, and transaction updates to run seamlessly without any manual intervention.
Business Use Cases
Manual feedback collection overhead: It removes the requirement for agents or managers to manually initiate customer feedback surveys once a ticket has been resolved.
Delayed or poorly timed customer feedback: To ensure timely feedback, CFM surveys are dispatched immediately following pertinent ticket events, allowing for the capture of insights while the support interaction remains vivid.
Inconsistent survey delivery: Establishes consistent guidelines for the timing and method of distributing post-support surveys, thereby lessening inconsistencies among agents, teams, or geographical areas.
Lack of visibility into support quality: Delivers reliable and organized feedback information, assisting teams in evaluating the effectiveness of their support and the level of customer satisfaction.
Difficulty scaling feedback processes: It enables the handling of a large number of tickets without requiring additional operational effort, thus allowing feedback collection to scale effectively as support teams expand.
Key Features
Improves customer experience: Collecting feedback promptly following support interactions helps customers feel acknowledged and appreciated.
Increases operational efficiency: The system automates the dissemination of surveys, thereby minimizing the manual workload for support and operations teams.
Drives higher-quality feedback: Context-specific and event-triggered surveys provide customer insights that are notably more accurate and relevant.
Enhances support quality and accountability: It allows teams to consistently assess the performance of agents and processes, paving the way for targeted coaching and quality enhancements.
Scales seamlessly with business growth: Manages a growing number of tickets efficiently, without introducing additional operational complexity or requiring further resource investment.
Prerequisites
You would need View Automation, Edit Automation and Delete Automation permissions at the Survey Level inorder to set up Zendesk Event Based Workflow.
Setting up Zendesk Event Basedk Workflow
The following steps are listed below to setup Zendesk Event Based Workflow:
Access a Survey within CFM and navigate to Automations within the survey.
Click + Automation.
Go to Select Automation Type pop up window and select Workflow and click Next.
Select Zendesk Event Workflow as the workflow event when configuring the workflow. Please refer to the right to learn more details and click Next.
Go to Workflow Details section and fill in the details:
Workflow Name: Add a meaningful name to the workflow.
Description: Add a description to the workflow details.
Start Workflow From: Choose a date for the workflow to begin.
Run Workflow Until: Choose and end date for workflow and click Next.
Go to Account Setup page and configure the Zendesk Account and copy the callback URL into you connected Zendesk account as the webhook endpoint. Zendesk uses it to send ticket event notifications back to Sprinklr CFM.
Select the Zendesk Ticket Fields which will be fetched from Zendesk and available for use within workflow and survey.
Copy the webhook payload and use it while configuring a Zendesk trigger via “Notify Active Webhook” in Zendesk and click Create.