InMoment

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

Data Handling & Privacy

InMoment accesses your Zendesk data solely to deliver and sync survey responses. Specifically, we:

• Read ticket data (ticket ID, status) to confirm a ticket is solved before sending a survey

• Read end-user data (email address, role, verified status) to route surveys to the correct recipient

• Write satisfaction ratings back to tickets based on survey responses submitted by your customers

• Store OAuth access and refresh tokens to maintain the authorized connection between your Zendesk instance and InMoment

We do not perform bulk exports of your Zendesk data, do not use your data to train AI or machine learning models, and do not share your data with third parties. Data accessed from Zendesk is used exclusively to operate this integration for your account and is retained only as long as the integration remains active.

For full details, please review our Privacy Policy: https://inmoment.com/privacy-policy/