We have created a function that allows you, within Zendesk, to create a trigger that will automatically send an email when the case reaches a certain stage. 

Messages triggered by Zendesk will obey your contact rules

First thing is to log into your AskNicely account > Cog Wheel > Integrations > Zendesk in order to get the below information, which you'll need for the trigger. 

Now we'll head over to Zendesk:
Log into Zendesk > Settings > Extensions > Add Target > URL Target. Then include the information from your AskNicely page into the target, as seen below. 

Once you've included your AskNicely login, then hit the "Submit" button for "Test target". Then you'll get this message: 

Heading back to your AskNicely account (which you should just keep open in a separate tab) and click on the People tab, you'll notice this individual making an appearance. That is showing you that the URL Target is working! 

With the URL Target set up we will now set up a new Trigger (also located in Settings)

Create the trigger name (you can vary the name based on the criteria you want and/or the segment name you create to go with it - more on this later) and enter a description if you'd like.
Conditions should be set up to how you utilize Zendesk, in this example it is set to trigger when a ticket status is solved.
Lastly we'll set up the Notifications: Copy just as seen, but connect it to the target you need to (aka if you set up different targets based on different segments and criteria you've set up). 

Once you save it, you'll be good to go! You can always check back on the Extensions page to see how many times each target has been successfully sent:

Bonus Materials:

As mentioned above, you can add to or edit the coding to include information that you want to bring over to AskNicely.
Defaults: 

  • ticket_id={{ticket.id}} - the ticket number
  • email={{ticket.requester.email}} - email address is a required field
  • name={{ticket.requester.name}} - this is first and last name and it is also a required field
  • agent={{ticket.assignee.name}} - who was helping on the ticket and it's great to bring this over to help measure your team metrics 
  • segment=zendesk - this is the Segment name that will be created when they are imported into AskNicely. You can change this to be a different segment name if you want to create different templates based on different criteria. 

One example could be sending different templates based on the Type of ticket is created in Zendesk (i.e. Question, incident, Problem, Task). Below is what you would need to add in addition to all the normal information discussed above.
Please note that you must be a Professional or above user in AskNicely to have multiple templates

  • Create a new URL Target and name it to match your goal target/condition
  • Change segment to: segment=question_zendesk (or however you want to label it)
  • Add in Condition: Type Is Question (Incident, Problem, or Task)
  • Set Notify Target to your new URL Target
  • Go into AskNIcely and create a new template that would cater to this new segment. 

You can add in any additional information you want to import into AskNicely within that URL.
Example: &brand_name={{ticket.brand.name}}
You must add the "&" button to show a new field. Then "brand_name" is how I want to label it in AskNicely. Finally I use the available placeholder from Zendesk. 

There you have it! A semi-extensive look in how to use Triggers within AskNicely and Zendesk! 

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