We are looking into putting the previous conversation into our CSAT follow-up.
At the moment we use the placeholder {{ticket.link}} to help customers view the previous conversation. Customers have stated it is difficult because they need to log back into their account to view the conversation.
Any recommendations on how to insert the previous conversation into the CSAT follow up itself?
Hi Michael,
I believe you could use {{ticket.public_comments_formatted}} to have a copy of the conversation at the end of the satisfaction survey email.
Hope that helps!
@katerina11 Thank you for that tip!
Follow-up question: When this is inputted, does the last comment in the conversation show in the ticket? And if so, is there a way to show the last comment from the customer, in case the last comment is from us?
Appreciate it!
You should be able to find what you're looking for here:
Zendesk Support placeholders reference
Lots of good stuff all over that page. I use it a LOT. Inputting ticket data into a comment or a subject, for instance.
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