Writing back ratings and comments
Our write-back into Zendesk enables Thermometer ratings and comments to be added directly into the Zendesk support thread as internal comments.
How to set up the write-back
If you haven’t created your Thermometer yet, you’ll need to start by following our Guide to Setting up a Zendesk Thermometer. Once you have created your Thermometer, you can proceed with setting up the write-back.
Our Zendesk write-back uses OAuth2, which makes it incredibly easy to set-up. Simply enter your Zendesk account name, and then click to authenticate with Zendesk.
Thermometer name & question
We recommend entering a name and a question and saving your Thermometer before setting up the write-back:
Zendesk account name
This is your Zendesk subdomain.
For example, if your Zendesk URL was mc40.zendesk.com, you would just enter mc40 in this field.
Authenticate with Zendesk
Click the ‘Authenticate’ button.
You will be immediately redirected to Zendesk, where you may be asked to confirm the authentication:
You can then return to your Thermometer set-up screen, where you will see that the Zendesk API token has been pulled through.
…and that’s it! Your ratings and comments will now be written back to your Zendesk tickets automatically.
Triggering the Zendesk native rating
If you have the native satisfaction ratings enabled in Zendesk, then the write-back will also trigger these.
Once a ticket is marked as “Solved”, the next Customer Thermometer rating received against the ticket will trigger the native rating. The native rating is triggered when the ticket is marked as solved due to a limitation with Zendesk’s own satisfaction API call.
Gold or Green will trigger a native rating of ‘Good’. Yellow or Red will trigger a native rating of ‘Bad’.
Ticket hyperlinks back to Zendesk
The Zendesk ticket numbers captured in your Customer Thermometer reporting will be automatically hyperlinked back to the tickets in Zendesk:
So if you spot a response you want to investigate further, you can click straight through to the right Zendesk ticket.
Complete your set-up
If you’ve haven’t yet completed your other Thermometer settings or embedded your Thermometer into your Zendesk instance, you’ll need to continue following our Guide to Setting up a Zendesk Thermometer.