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 Research Hub! 🚀
Enable the integration
Step 1. Navigate to the Hub in your Survicate Panel, and click Data sources at the bottom of the Research Hub sidebar. Then choose Zendesk from the list of your sources:
Step 2. Click Connect in the top-right corner of the next page.
Step 3. In the pop-up window that you'll see next, please provide your Zendesk account URL and click Connect.
Step 4. After connecting Zendesk and Survicate, please enable the automatic synchronization of Zendesk tickets to Research Hub. You can choose whether you want to import all tickets, just those tagged with chosen tags, or from selected brands. Select one of the options and click Save.
💡 If multiple brands are selected, they are combined with an OR condition, meaning the ticket will sync if it belongs to any of the selected brands.
Whereas with tags, you can switch between AND/OR conditions among them:
You can decide whether to collect your tickets from the moment of connection or to pass on past tickets as well. To do so, select a time frame for importing past tickets and click Import.
💡 The Last year option will import tickets from the last 365 days.
❗️Please note, only tickets with the status Closed will be imported to Research Hub.
Each Zendesk ticket you import is added to Research Hub as a piece of feedback that contains:
The ticket's first message and Ticket ID
The date of the Zendesk ticket
The tags and brands associated with the ticket
User attributes of the customer
Using the Research Hub
Now that you have synced Zendesk tickets to Research Hub, they can be used in your Reports. Once you create a Report, the tickets can be used to draw conclusions and identify strengths and pain points. The detailed scheme of your report and its main topics depend on your project description, provided in the process of creating the project. Once you create a Report, you'll see five tabs:
Report
The report is the main part of the project, as it's created based on the information and criteria you provided while adding a new project. Below, you can see an excerpt of an exemplary report:
You can verify the sources for all the report's conclusions by clicking the purple annotations. This opens Supporting feedback, where you can read the original tickets behind the conclusion. Use Previous and Next to move through all the supporting feedback pieces:
The report comes as a draft, which you are free to edit manually or with AI.
💡 Type / in the report to add blocks, such as a chart based on your tracked Insights or a Table of contents. You can also add hyperlinks and images to your report.
Approving the report will still allow you to edit it later if needed, but it's required to be able to Share the report with your teammates:
Insights
All data you decide to send to the Research Hub from various sources will be presented as pieces of feedback for you to analyze. Feedback is automatically categorized into Insights. Use the filters at the top to switch between Tracked, AI discovered, and Resolved Insights. You can also add your own Insight with + Add insight:
If you find a specific Insight valuable and you want to know more about it, you can add the Insight to the Tracked list (by clicking the Track button). Once the Insight is moved to Tracked, you'll be able to see a full Summary:
In the second tab (Feedback), you can see specific tickets this Insight is based on:
Next to the Insight's description, you can also see:
Added - the date the Insight was created,
Mentions - the number of times a piece of feedback was marked as relevant to this Insight,
Last 30 days - how many times this Insight came up across your feedback over the past 30 days.
Feel free to Track, and then Pin, Edit its description, Mark Resolved, or Delete an Insight:
Charts
In the Charts tab, you can create custom charts and dashboards within your Research Project. These charts and dashboards are specific to the feedback and analysis of particular research projects. Click + Add chart to create your first chart. In the creation view, you can choose the chart type, specify the dates you want to include, and add a breakdown to your data. Then click Save widget.
Once you create your first widget, you can add more via the + Add chart button in the upper right-hand corner of the screen:
💡 Column and stacked column charts show trends over time. If you want to analyze totals, use a bar or pie chart. All charts show both numbers and percentages.
You can also add any chart to your report by typing / in the report.
❗ Charts are based on tracked Insights. If your project doesn't have any yet, Track the Insights you want to follow first.
Data
In the Data tab of your Research Project, you can see which feedback the project uses. If the project is based on All feedback, everything you add to Research Hub (survey responses, files, integration imports, and transcripts) is included automatically. Click Filter sources to limit which feedback is taken into account.
If you add more data to your project and want to include it in the report, click Regenerate. The report has to be approved for the Regenerate button to appear.
Regenerating erases your existing report, including any edits, and replaces it with a new version, so you'll be asked to confirm first:
Research Agent
The Research Agent can answer your question based on data from various sources that you used in this Research project.
It can also help with Survicate-related product questions!
To open the Agent, click on Ask Agent in the bottom right corner of your research project in the Hub:
💡 You can select a fragment of the report, and the Agent will focus on this given fragment to answer your question in context.
Setup
In the Setup tab of your Research Project, you can change your project's name. You can also see the project's type, sources, description, and more.
🧠 You can read more about Research Hub, its features, and settings in our main Research Hub article.
📞 If you have any questions or need assistance - feel free to reach out to our team via chat or email: support@survicate.com.