We’re excited to roll out a highly requested improvement to our Zendesk Integration — Ticket-based Survey Throttle.

What’s New?

With Survey Throttle, you can now ensure that email and SMS surveys are sent only once per ticket, even if the ticket is updated multiple times. This eliminates the frustration of customers being surveyed repeatedly for the same issue.

• ✅ One Survey Per Ticket – Customers won’t receive duplicate surveys on the same resolved ticket.
• ✅ Applies to Email & SMS – Works seamlessly across both survey distribution channels.
• ✅ Flexible Control – You can enable the Survey Throttle option across all Zendesk mappings, giving you consistency and peace of mind.

Benefits it brings

• Better Customer Experience – Avoid survey fatigue and improve response quality.
• Cleaner Data – Get more accurate feedback by preventing duplicate responses.
• Smarter Workflows – Keep your support automation simple without risking over-communication.

Availability

• This feature is available immediately for all accounts using the Zendesk Integration.
• No extra cost — included in your existing plan.

Before vs. Now

• Before: Customers could receive multiple surveys if a ticket was solved and updated again.
• Now: Surveys are throttled, ensuring one survey per ticket resolution.

👉 Try it today! Head to your Zendesk Integration settings and enable Survey Throttle under your mappings to start delivering a smoother, smarter survey experience.

Would you like me to also prepare a short in-app announcement banner version of this (like the ones in your file) so your customers see the update in a bite-sized way?