You can use Survicate with Zendesk to:
Create a new Zendesk ticket as per your template when specified conditions are met;
Update tickets in Zendesk upon survey completion or when individual questions are answered;
Send survey responses automatically as comments to the tickets;
Question level integration - for each survey question, you can decide whether to update or create a new Zendesk ticket;
Responses are sent in real-time.
In this article, you will learn how to connect Zendesk integration step-by-step on a survey level to pass your survey responses to your Zendesk tickets to keep track of all the data.
📌 Before connecting the integration, make sure your respondents will be recognized. It's necessary to collect respondents' information in order to pass data to the correct Zendesk ticket.
Connect Zendesk integration
1. To enable Zendesk integration, go to the Connect tab of your survey, find, and pick Zendesk from the list of integrations.
2. Click the Connect button to set up the authorization:
3. A pop-up window will appear for you to log in to your Zendesk account. Please enter your Zendesk URL and click Authorize. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar, or use instructions for Chrome, Firefox, Opera, Edge, or Safari.
4. Now the integration is ready to use! See the features we offer for Zendesk integration under the settings:
Update tickets based on survey responses
You can push survey responses to update information about your ticket in Zendesk.
1. Move to the Settings tab of Zendesk Integration, and select Update tickets
2. 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.
💡 Feel free to select more than one possible value, and they will be saved with the or condition (one of them must be met):
3. Set the ticket field value that you want to update.
You can add more conditions to your integration by clicking + Add condition button, or a completely separate setup with a customized Ticket template for each condition group with the + Add new option:
❗️ Please note that we can only update tickets in Zendesk that aren't closed.
Create tickets with conditions you set up
You can create new Zendesk tickets when specified conditions are met.
1. Move to the Settings tab of Zendesk Integration, and select Create tickets
2. You can edit the Ticket template look by clicking the Edit button.
You will see a window where you can edit and add variables, like the respondent's contact information to response given to the Subject, or a Comment on the ticket.
3. Select when you want to create a ticket by selecting the conditions from the dropdown lists. The new ticket can be made upon the specific question, respondent's attribute, or survey completion.
💡 Feel free to select more than one possible value, and they will be saved with the or condition (one of them must be met):
4. Set ticket field value for the ticket created.
You can add more conditions to your integration by:
clicking + Add condition button,
or a completely separate setup with a customized Ticket template with the + Add new option (in which case, a separate ticket will be created for each group that matches the defined 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.
5. You can create new customers by turning on this toggle:
When enabled, we'll automatically create a new Zendesk customer and assign their email to the Requester field. We'll use the email and name (first name or last name) from the Contact form question (if available), survey URL merge tags, or attributes passed from your site or app.
Add comments to a ticket
You can let the integration publish private comments to tickets automatically. These comments will contain the content of the question and the respondent's answer to the survey.
1. Move to the Settings tab of Zendesk Integration, and select Add comments to ticket.
2. When you send the survey to a ticket requester, the answer will be visible as a comment on the ticket:
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 updated tickets in Zendesk that aren't closed.
Best practices
Use a mailing list in Survicate to distribute your surveys
Create a link or email survey to distribute your surveys after solving a Zendesk ticket, and we automatically capture subscribers' email, ticket ID, and agent. So you'll know who responded to your survey!
📞 If you have any questions about setting up Zendesk integration - feel free to reach out to our team via chat or email: support@survicate.com