InMoment collects CSAT, NPS, and Customer Effort Score surveys automatically when Zendesk tickets close, with responses flowing back into ticket records for follow-up actions. The platform enriches survey data with customer context, enabling agents and managers to analyze support quality metrics filtered by agent, region, or custom business drivers. Support teams use this app to measure and improve customer satisfaction while identifying coaching opportunities and operational improvements.
Vendor Description
InMoment (formerly Wootric) is the customer experience management platform for maximizing customer lifetime value. Measure NPS, CSAT and Customer Effort Score upon ticket closure in Zendesk and gain valuable insight into the support experience.
Trigger an email or SMS survey when a ticket closes in Zendesk using webhooks.
Customize surveys by any customer property, such as language, and add properties such as ticket number or agent name to subject line or intro text.
Analyze metrics and filter feedback in real-time -- by agent, region, or any business driver -- right in your InMoment dashboard. Every response in InMoment is enriched with customer data for meaningful context and follow up.
Take action in Zendesk
CSAT responses flow back to the ticket record, so you can follow up with the customer or trigger other action from within Zendesk
Installation
How to Set Up
Log into your InMoment account
Navigate to the Zendesk Integration. You will find it in Accounts Settings --> Integrations --> Trigger Surveys.
For more details, please see Zendesk Integration Overview
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