If you are using Survicate surveys to collect NPS, CSAT, or CES scores from your Zendesk tickets. You can easily pass these responses to your users' Zendesk profiles or update your tickets with your survey responses using Zapier.

Table of content:

  1. How to set up the Zap?

  2. Best practices

How to set up the Zap?

Step 1. Survey creation

Create your survey in the Survicate panel to send via Zendesk. If you are not ready with your survey yet, check out this article to start creating a Zendesk survey.

Step 2. Create a Zap

Head to your Zapier account, and click "Create a Zap". Pick Survicate from the list of apps, and pick one of two available options. But remember, if you choose New survey completion as a trigger, the survey needs to be filled out completely - if the respondent drops the survey in a process, we won't activate Zap until they complete it.

Step 3. Set up triggers

For our Zap, we've picked new question answer trigger. Now connect your Zapier account to Survicate by pasting your API Key, which you can find in Settings > Data Export API. Then pick the survey you'd like to pass the responses from and the question (if applicable). You are now ready to test your data. We'll test the trigger with a demo response.

Step 4. Connect Zendesk

For your next step, pick Zendesk as the app and the event Find user.

Step 5. Customize user

Pick respondent email from the first step as the query string under Customize user settings.

Step 6. Create test user

For the demonstration, we've created a test user in our Zendesk account with the email: email@example.com. You can skip this step, but we advise you to follow along to understand how the Zap will work thoroughly.

📌 If you'd like to skip the step, simply click skip test in Zapier

Step 7. Update user

Continue and add a third step. This time, again, Pick Zendesk as your app, and update user as the event.

Step 8. Customize user

Under "Choose Account" > User, select ID the field from the second step of your zap.

Here, you can pick the fields to update upon your survey response, add a tag to your user or update your existing fields with the survey response. We've chosen to add a note to the account with their survey response. If you don't like to update some fields, simply leave them empty.

Step 9. Test the Zap

Now when you test the Zap, you should be able to see the setup you've prepared in your respondent's profile!

Best practices

Integrate with Zapier

You can use Survicate and Zapier integration to automate your surveys and create response-based workflows seamlessly. It automatically adds feedback from your surveys to ensure no data is lost.

Use Zapier source to create Notes in Feedback Hub

You can push data from dozens of other web services and make Feedback Hub a central platform for all customer insights by using Zapier.

📞 If you have any questions about updating Zendesk users, reach out to our team at support@survicate.com or start a chat conversation 👉

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