How do you all tie your CSAT reporting together? We use Fin along with Zendesk and house data externally in Domo. It doesn’t appear possible to send Fin CSAT over in the Zendesk ticket that is created for tracking, and it looks like our only option is manually exporting CSAT CSV’s and then importing that into Domo. Is this correct?
Are there any better solutions?
Answered
CSAT Exports
Best answer by Christopher Boerger
Hey
You're right that this doesn't appear to be straightforward — I couldn't find a native option in the docs to automatically sync Fin CSAT ratings to a Zendesk ticket field. It's possible there's a workaround using "Set conversation data" to capture the rating as an attribute that then syncs, but I haven't tested that myself. Worth confirming with Intercom support if you haven't already.
That said, for getting CSAT data into Domo, you have a few options beyond manual CSV exports:
Option 1: Domo's native Intercom connector
Domo has a built-in Intercom connector that pulls conversation data directly, including ratings. This bypasses Zendesk entirely for CSAT reporting. If your goal is unified reporting in Domo anyway, going direct to source might be cleaner than trying to route everything through Zendesk.
Option 2: Webhook → data warehouse
Intercom has a conversation.rating.added webhook that fires in real-time when a customer submits a rating. If you have dev resources, you could push CSAT events directly to your data warehouse as they happen, then pull into Domo from there.
Note: There's a known quirk where bot-resolved conversations sometimes return null for ratings via webhooks/API, even when the customer actually rated. Worth testing.
Option 3: Third-party ETL
Tools like Skyvia, Panoply, or Fivetran can automate the Intercom → data warehouse pipeline with scheduled syncs. More robust than manual exports, less custom than building your own webhook handler.
The bigger question:
Are you trying to get a unified view of Fin CSAT + human agent CSAT in one place? Or specifically need it in Zendesk for operational reasons? That might change which approach makes sense.
Happy to dig deeper if you share more about your reporting goals.
+3Hey
You're right that this doesn't appear to be straightforward — I couldn't find a native option in the docs to automatically sync Fin CSAT ratings to a Zendesk ticket field. It's possible there's a workaround using "Set conversation data" to capture the rating as an attribute that then syncs, but I haven't tested that myself. Worth confirming with Intercom support if you haven't already.
That said, for getting CSAT data into Domo, you have a few options beyond manual CSV exports:
Option 1: Domo's native Intercom connector
Domo has a built-in Intercom connector that pulls conversation data directly, including ratings. This bypasses Zendesk entirely for CSAT reporting. If your goal is unified reporting in Domo anyway, going direct to source might be cleaner than trying to route everything through Zendesk.
Option 2: Webhook → data warehouse
Intercom has a conversation.rating.added webhook that fires in real-time when a customer submits a rating. If you have dev resources, you could push CSAT events directly to your data warehouse as they happen, then pull into Domo from there.
Note: There's a known quirk where bot-resolved conversations sometimes return null for ratings via webhooks/API, even when the customer actually rated. Worth testing.
Option 3: Third-party ETL
Tools like Skyvia, Panoply, or Fivetran can automate the Intercom → data warehouse pipeline with scheduled syncs. More robust than manual exports, less custom than building your own webhook handler.
The bigger question:
Are you trying to get a unified view of Fin CSAT + human agent CSAT in one place? Or specifically need it in Zendesk for operational reasons? That might change which approach makes sense.
Happy to dig deeper if you share more about your reporting goals.
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