Zonka Feedback's Zendesk Integration enables you to automatically send Surveys to customers after closing a ticket or updating a ticket on Zendesk and add new tickets to Zendesk based on new Survey responses.
With the Zendesk and Zonka Feedback, you can:
Trigger surveys automatically after closing a ticket
Add new Tickets in Zendesk based on Survey Responses
Sync Survey Score to Zendesk Ticket
In this section
What do you need for this integration?
A Zonka Feedback Account - any plan
A Zendesk Account - any paid plan
Setting up the Zendesk Integration with Zonka Feedback
Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.
Click on 'Connect' in Zendesk
Next you will see the Zendesk Integrations Detail Page where you enter your Zendesk subdomain name and click on 'Connect to Zendesk' to connect your Zonka Feedback Account.
You’ll be redirected to Zendesk. If you're not logged in, you will have to log in at this step.
Next, you will see an Authorization Screen. Click on 'Allow' to give permission to Zonka Feedback to access your Zendesk account.
You’ll be directed back to Zonka Feedback. Now you can enable Zendesk for Creating Zendesk Ticket, Embedding a Question in Zendesk Email, Sending Zonka Feedback Email Survey automatically, and for Syncing Responses to Zendesk.
Creating a Zendesk Ticket automatically
With the Zendesk and Zonka Feedback Integration, you can automate creating a Zendesk Ticket based on rules set for new Zonka Feedback Survey Responses. This is extremely handy as it eliminates your need to check new Survey Responses on the Zonka Feedback platform or via Email and create tickets for your team.
How to automate adding Tickets to Zendesk?
Once you have Connected your Zendesk Account to your Zonka Feedback Account, go to Integrations within the Survey you'd like to add Tickets for.
Choose Settings to manage the Zendesk Integration
Turn on 'Create a Zendesk Ticket'
Choose from All or Any in 'Create a new ticket when All or Any of the following conditions are met for a new response'. Choose All if you want all the Survey conditions to be met for a ticket to be created in Zendesk. Choose Any if you want any of the Survey conditions to be met for a ticket to be created in Zendesk.
Add the Filters. You can add as many Filters as you like. These filters will be checked every time a new Survey Response is received and if the filters are met, a new ticket will be created in Zendesk automatically.
Once you have added the Filters, click on Save.
To modify or remove Conditions and Filters, repeat the process and make the changes. Click on Save once done to save your changes.
Embedding a Survey Question in your Zendesk Email
While sending Responses to your Customers on Zendesk, you can embed a Zonka Feedback Survey Question within the email. This enables customers to give feedback about every conversation to you directly.
To Embed Survey Question in Zendesk Email, follow these steps.
Once you have Connected your Zendesk Account to your Zonka Feedback Account, go to Integrations within the Survey you'd like to add Tickets for.
Choose Settings to manage the Zendesk Integration
Turn on 'Embed a Question'
Choose Embed Style. There are 3 types of Embed Styles available.
Question: Use this to embed the first question of your Survey within the Zendesk Email Body.
Button: Use this to embed a button to Start Survey in your Zendesk Email Body. Once customers click on this button, they would be redirected to the Zonka Feedback Survey on their browser.
Hyperlink: Use this to embed a hyperlink of your survey within the Zendesk Email Body. On click, the Survey will open in your browser where customers can give you feedback.
Based on the Embed Style you choose, the HTML code will appear in the box.
Copy the code and insert the HTML code inside the trigger-based email content in Zendesk.
Triggering SMS or Email Survey automatically
You can create an automation rule in your Zendesk account to send a survey email when a ticket is updated. Based on the changes made in your tickets, there would be SMS or Email surveys triggered to your Zendesk contacts. This becomes one easy way to measure your contact's satisfaction level and their experiences with your agents.
For example, when a ticket status is updated as 'Pending' or 'Resolved'. With this integration, you can trigger an NPS or a CSAT survey to your customer.
Following are the steps you need to follow to setup this integration -
First you need to create a survey which you wish to distribute if a ticket is updated. You can learn more about Creating a Survey from scratch here.
In the 'Build and Distribute' tab, go to the Integrations.
In integrations, go to Zendesk settings. Click on 'Connect'.
Provide the helpdesk domain and API Key for your Zendesk account.
Once the integration is complete, you will see the following options to proceed with.
Click on 'Add Trigger' button to proceed. You will be presented with a trigger form.
In the form insert the following input to successfully create the trigger -
Trigger Name - The name of the trigger you need to track and respond to when it hits.
Trigger Description - The summary of what a trigger is essentially doing.
Preferred Channel - Select between SMS or Email Surveys
Fulfilment Criteria - Select if ALL or ANY conditions are met
Add Condition - Select the object, its attribute, operator and the value to create a condition.
You can add create conditions on ticket on following attributes - Subject, Description, Type, Source, Status, Priority, Group, Agent Name and Company Name.
You can add multiple conditions on multiple attributes of the object selected.
Click on 'Save' button.
You will be able to see the trigger in the list of triggers on the Zendesk integration page. You have successfully added a triggered email surveys for your freshdesk audience.
Syncing CX Metrics and Survey Response to Zendesk
If you are triggering Email Surveys based on Zendesk Ticket Updates, you can also sync CX Metrics (NPS, CSAT Score, and CES) and Survey Response to the Zendesk Ticket. This enables your team and Customer Service and Support staff to view the Survey Response right while they're viewing the ticket in Zendesk.
This is only available when you're triggering Email Surveys from Zonka Feedback for ticket updates. Otherwise, this option will be locked.
To enable sync of CX Metrics and Survey Responses to Zendesk, do as follows.
Turn on the toggle to 'Sync Survey Response to Zendesk'
Choose the checkboxes for 'Sync Score' and 'Sync Complete Response'. You can select both or one based on your requirements.
Click on 'Save' to start syncing for all new Survey Responses.
Removing Zendesk Integration
Anytime you want to remove the Zendesk Integration, you can do so easily. Here's how.
Go to Surveys > Integrations > Zendesk
Scroll down to the bottom and click on the link 'Remove Integration'. The Integration would be removed.
You can connect your Zendesk Account anytime later if you want to reconnect it.