Use the Survicate - Zendesk integration to identify respondents, create or update tickets, and add comments in Zendesk.
In this article, you'll learn about:
sending email surveys via Zendesk edit
creating new Zendesk tickets when you collect a new response;
updating tickets in Zendesk upon specified conditions;
sending survey responses automatically as comments to the tickets;
analyzing results in the Analyze tab and via Insights Hub;
best practices to make the most of the integration.
Create your survey
Since Zendesk integration updates the tickets' information based on the ticket id, we recommend using the integration with Email or Shareable link surveys, and sending them via ticket responses or ticket-based automations in Zendesk.
1. Create an Email or Shareable link survey.
Click on + Create new survey, select any creation method (a template, using AI survey creation, or adding your own questions), and the Email or Shareable link survey type:
For more in-depth instructions, check out this article.
2. In the Configure tab of the survey, select Zendesk as the tool to identify respondents with:
Enable the Zendesk integration
To enable Zendesk integration, go to Integrations ➡️ Zendesk, or to the Connect tab of your survey, find, and click on Zendesk from the list of integrations. Then, click the Connect button to set up the authorization.
Add your Zendesk subdomain and finish the login in the pop-up window. Now, the integration is ready to use! 🚀
Connect your survey to Zendesk
Now that the Zendesk integration is connected, you can set up individual settings for each survey. Go to your survey, select the Connect tab, and choose Zendesk from the list of available integrations. You should see three tabs - Update tickets, Create new tickets, and Add comments to tickets.
Update tickets
Update tickets
You can push survey responses to update information about your ticket in Zendesk.
📌 For this use of the integration, use email surveys distributed via Zendesk. This way, we'll be able to automatically pull the ticket IDs and update the corresponding Zendesk ticket.
1. In the Settings tab of Zendesk integration, you'll see the Update tickets section.
2. In the Update ticket when section, select when you want to update the ticket. You can update the ticket after receiving a specific answer to a selected question, based on the respondent's attribute, or upon survey completion.
You can select multiple possible options, and they will be saved with the or condition - the ticket will be updated if one of them is met. For example, if the respondent chose Extremely unsatisfied or Unsatisfied.
If you need and rule, you can add new condition via +Add condition:
By clicking +Add new, you can also create tickets with multiple condition groups:
3. In Set ticket field value, you can also set which fields of the ticket will be filled and with what data. You can connect multiple fields by clicking + Add field:
For each ticket template, you can add different fields:
Thanks to that, from one survey, you can update tickets differently, based on the set conditions.
❗ Please note that we can only update tickets in Zendesk that aren't closed.
Create new tickets
Create new tickets
📌 We can use this option with all survey types. If your users report an issue via a survey launched on your website or in your app, you can automatically create tickets in Zendesk, so your team can immediately look into it.
1. Under the Settings tab of Zendesk Integration, select Create new tickets.
2. In the Ticket template section, you can edit the ticket template by clicking the Edit button. There, you will see a window where you can customize and add variables, like the respondent's contact information, survey responses or attributes.
3. In the Update ticket when section, select when you want to update the ticket. You can update the ticket after receiving a specific answer to a selected question, based on the respondent's attribute, or upon survey completion.
You can select multiple possible options, and they will be saved with the or condition - the ticket will be updated if one of them is met. For example, if the respondent chose Extremely unsatisfied or Unsatisfied.
If you need and rule, you can add new condition via +Add condition:
By clicking +Add new, you can also create tickets with multiple condition groups:
💡 For each condition group, you can create a custom Ticket template.
4. In the Set ticket field value, you can also set which fields of the ticket will be filled and with what data. You can connect multiple fields by clicking + Add field:
For each ticket template, you can add different fields:
Thanks to that, from one survey, you can create different tickets, for multiple teams and different priorities, based on the set conditions 🚀
In Zendesk, when a ticket is created, the Requester will be:
the respondent, if they were identified and already are a user in Zendesk
the person who connected the Zendesk - Survicate integration, if the response is anonymous, or if the respondent isn't a user in Zendesk.
📌 Here, you can see an example of a ticket created with the following conditions, with the default ticket template:
Add comments to tickets
Add comments to tickets
You can send private comments, with the content of the question and the respondent's answer, automatically to your Zendesk tickets.
📌 For this use of the integration, use email surveys distributed via Zendesk. This way, we can automatically pull the ticket IDs and update the corresponding Zendesk tickets.
1. Under the Settings tab of Zendesk Integration, select Add comments to tickets.
2. Enable the Send survey responses as comments to a ticket toggle:
3. When you send the survey to a ticket requester, the answer will be visible as a comment on the ticket from a Survicate Dummy User:
A comment will be added to a Zendesk ticket if the survey is partially or fully answered. If a respondent takes a long time to answer the survey, their responses may come in to the Zendesk ticket as several separate comments.
❗️ Please note that we can only update tickets in Zendesk that aren't closed.
Share your survey
After everything is set up in your survey, it's time to share it with your respondents! The Zendesk integration will work as long as respondents are identified.
1. If you created an email survey, go to the Share tab and decide how to send your email survey. There are two options - you can send your survey as a link or embed the first question in the Zendesk automations' email body so that respondents start answering the survey right from the email.
📌 Once you send your survey via Zendesk, we'll capture the following data:
Requester's email as email;
Ticket ID as t_id;
Assignee's name as agent;
Survey link
Survey link
Once you Copy survey link from the Share tab of your survey, you can hyperlink the survey in your ticket responses or in your automation email template.
Hyperlink the survey in your ticket response:
Grab your survey link by clicking Copy survey link;
Open your Zendesk ticket;
Hyperlink the survey link in the text of your response;
Send the survey by clicking Submit;
Hyperlink the survey in your automation's email body:
Grab your survey link by clicking Copy survey link;
Open your Zendesk automation;
Add the survey link to your automation's Email body via the below snippet:
<a href="link URL">text</a>Save the automation by clicking Submit;
Email embed
Email embed
Display the first question directly in the email's body to start the survey from the email. Respondents will be redirected to a landing page to take the rest of the survey.
Add the survey's first question in your email body:
Grab your survey HTML code by clicking Get email code ➡️ Copy;
Open your Zendesk automation;
Paste the survey code in your automation's Email body;
Save the automation by clicking Submit;
2. If you created a Website or in-product survey, learn how to identify respondents by passing their email with JavaScript. Then, launch the survey.
3. If you created a Mobile app survey, check here how to identify respondents by passing their email attribute to Survicate with the Mobile SDK. Then, launch the survey.
Analyze your survey results
After collecting responses through your Zendesk survey, it's time to look into the feedback and insights your respondents have shared. Survicate allows you to easily review results, statistics, and trends to take further action.
Feedback in Survicate
After your survey starts collecting responses, you will see them immediately in the Analyze tab of the survey.
The Analyze tab shows you Overall results with statistics and over-time data, as well as Individual responses to look into each survey submission in detail.
You can check out our guide for an in-depth description of all the possibilities of the Analyze tab.
Feedback in the Insights Hub
To obtain even more comprehensive feedback, we recommend syncing survey responses to the Insights Hub, where they will be automatically analyzed and categorized into Topics along with feedback from your other sources, such as:
online reviews,
call transcripts.
If you're using Zendesk to chat with users, we highly recommend enabling the synchronization of Zendesk tickets to the Insights Hub.
This is how your Zendesk tickets can be displayed in Insights Hub:
After you connect sources to the Hub, feedback will appear there in real-time, and it will be automatically segmented into Insights and categorized into Topics:
The Hub will categorize and analyze feedback from surveys and other sources, to:
automatically detect customer sentiment;
identify technical issues and bugs reported by users and segment them into Topics and actionable Insights;
understand your customers' needs and wants better.
You can also ask the Research Assistant to quickly and effectively find answers to all your questions. The responses are generated based on the feedback you integrated into the Insights Hub and the answers collected with surveys in your workspace.
Send a survey after solving a Zendesk ticket
We prepared detailed instructions on how to use the integration with Zendesk automation, with an example of sending a survey after a Zendesk ticket is closed. See step-by-step explanation here.
📞 If you have any questions about the Zendesk integration - feel free to reach out to our team via chat or email: support@survicate.com