Zendesk integration allows you to synchronize your tickets to Survicate with a single click.
Read on to learn how you can transfer Zendesk tickets to Insights Hub! 🚀
Enable the integration
Step 1. Navigate to Insights Hub at the top of your Survicate Panel and click on Add feedback > Integration on the main page:
or go Add feedback > Integration in the Insights Hub dashboard.
Step 2. Choose Zendesk on the list of available integrations.
Step 3. Click Connect in the top-right corner of the next page.
Step 4. In the pop-up window that you'll see next, please provide your Zendesk account URL and click Connect.
Step 5. After connecting Zendesk and Survicate, please enable the automatic synchronization of Zendesk tickets to Insights Hub. You can choose whether you want to import all tickets or just those tagged with chosen tags. Select one of the options and click Save.
You can decide whether to collect your tickets from the moment of connection or to pass on past tickets as well. Just select a time frame for importing past tickets and click Import.
Please note, only tickets with the status Closed will be imported to Insights Hub.
Each Zendesk ticket you import will be created as a note in the Hub that contains the ticket's first message:
Using the Insights Hub
🚀 Now that you have synced Zendesk to Insights Hub, the Hub will categorize and analyze feedback from this 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.
Feedback will be automatically segmented into Topics:
This segmentation is done thanks to AI, which prepares the most suitable categories based on the feedback you send to Insights Hub.
Feel free to click on one of the Topics to analyze individual feedback pieces that are included. You can also share a chosen Topic with your team, delete it, or apply filters and/or searches to further analyze the data:
Inside a Topic, you may notice the Insights tab as well. These are further categories into which the AI assistant splits your feedback:
Feel free to turn one or more of the Insights into a separate Topic to best suit your needs.
If you think a specific piece of feedback doesn't fit well into the Insight it's in, you can remove it:
By clicking on one of the feedback pieces, you will be presented with more details about this piece of feedback, and you will have the option to share its link or delete it:
At any point, you can click on the Add feedback button to connect another data source or to add a note manually.
Check out this section of our Help Center to read more about feedback sources available in the Insights Hub.
The Insights Hub also comes with a Research Assistant where, thanks to AI, you can quickly and effectively find answers to all your questions and the responses are supported by the feedback pieces you integrated into the Insights Hub and your survey responses.
📞 If you have any questions or need assistance - feel free to reach out to our team via chat or email: support@survicate.com.