We’re testing the Action Flows EAP and would like to send Zendesk CSAT surveys to end‑users via Slack direct message. Two additional variables would make this possible:
- Requester Email – exposes the requester’s primary email without adding a separate Look up user step.
-
CSAT Placeholder – a variable (or support for classic
{{satisfaction.rating_section}}) that renders the interactive survey block in Slack, just as it does in email.
These additions would let us build a single, fully automated flow:
- Trigger: Ticket solved
- Slack DM to requester: “Hi {{requester.first_name}}, thanks for contacting us! Please rate your experience: {{csat_placeholder}}”
Benefits
- Consistent CSAT delivery across channels (email + Slack).
- Fewer manual follow‑ups from agents.
- Cleaner flows (no extra user lookup or workarounds).
Thanks for considering these variables for the next Action Flows update!
