With this integration, you can:
Create SysAid tickets for new Survey Responses — turn a poor score or a complaint into a service record instantly
Trigger surveys automatically when a ticket is closed — send a CSAT, NPS or CES survey to the requester the moment their issue is resolved
Sync survey responses back to SysAid tickets — write scores into custom fields and the full response as a note on the originating ticket
Table of contents
Before you start
You need a Zonka Feedback account with access to the survey you want to connect.
You need a SysAid Cloud account (
yoursubdomain.sysaidit.com) with administrator access — you'll need to generate an App Key and create custom fields.The integration is configured per survey, from that survey's Integrations tab.
If you want to use Sync Score, you must create three custom fields in SysAid first. See Step 4.
Generate an App Key in SysAid
Zonka Feedback authenticates with SysAid using a Connect App Key (Client ID + Client Secret). This is a one-time setup.
Log in to your SysAid account as an administrator.
Go to Connect → Manage App Keys.
Click Create a new App Key.
Give the key a recognisable name — for example,
Zonka Feedback Integration.Save the key. SysAid will display the Client ID and Client Secret.
⚠️ Important: The Client Secret is shown only once, at the moment the App Key is created. Copy it and store it somewhere safe before closing the screen. If you lose it, you'll need to generate a new App Key.
Find your SysAid domain and Account ID
You'll need two more details from SysAid:
What you need | Where to find it | Example |
SysAid domain | Your full SysAid subdomain URL — visible in your browser address bar when logged in to SysAid |
|
Account ID | SysAid Admin → Account settings |
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Connect SysAid to Zonka Feedback
Open the survey you want to connect in Zonka Feedback.
Go to the Integrations tab in the top navigation.
Find the SysAid card and click it.
On the SysAid integration page, fill in the connection form:
SysAid domain — your full SysAid subdomain URL (from Step 2)
Account ID — your SysAid account ID (from Step 2)
App Key Client ID — the Client ID from the App Key you created in Step 1
App Key Client Secret — the Client Secret from the same App Key
Click Connect to SysAid.
Once the connection succeeds, the page will show Connected to yoursubdomain.sysaidit.com and the configuration options will appear below.
This is a one-time setup per account. You won't need to re-enter these credentials for other surveys unless you remove the integration.
Create custom fields in SysAid (required for Sync Score)
If you plan to use Sync Score, Zonka Feedback needs somewhere in SysAid to write the NPS, CSAT and CES values. These custom fields must be created in SysAid before you enable the setting — otherwise the scores will have nowhere to land.
Create the fields
In SysAid, go to Settings → Templates & Fields → Ticket Templates & Workflows → Custom Fields.
In Choose type, select Service Record.
Click New.
Fill in the field details exactly as listed in the table below.
Repeat for each of the three fields.
Field Caption | Field Type | DB Field Name |
| Integer |
|
| Float |
|
| Integer |
|
⚠️ The DB Field Name must match exactly — all lowercase, no prefixes, no spaces (zfnps, zfcsat, zfces). If the name doesn't match, Zonka Feedback won't be able to write the score to that field.
Add the fields to your template
Creating the fields isn't enough on its own — they also need to appear on the ticket template you're using.
Open the ticket template you use for the tickets that will receive feedback.
Drag each of the three custom fields onto the template layout.
Save the template.
You only need to do this once per template. If you use multiple templates, repeat for each one.
Configure the integration
The SysAid integration page has three independent sections, each with its own toggle. You can enable any combination of them.
Create a SysAid ticket on response submit
Turn this on to automatically raise a SysAid ticket whenever a survey response meets the conditions you set — useful for routing detractors or negative feedback straight to your service desk.
Toggle Create a SysAid ticket on response submit on.
Choose whether All or Any of your conditions must be met:
All — every condition must be true before a ticket is created
Any — a ticket is created if at least one condition is true
Click + Add Filter to build your conditions. For example: How likely are you to recommend us… is 2 — so only low NPS scores create a ticket.
Select a Template from the dropdown — this is the SysAid ticket template the new ticket will be created from (for example, Standard Problem 2026 (problem)).
Click Save.
💡 Add more than one filter to be more precise — for example, only create tickets for detractors who also left a comment.
Send Zonka Feedback survey automatically
Turn this on to trigger a Zonka Feedback survey automatically based on activity in SysAid — most commonly, when a ticket is closed.
Toggle Send Zonka Feedback survey automatically on.
Click Add Trigger to create a new trigger. (Use View All Triggers to see and edit triggers you've already created.)
In the Add Trigger panel, fill in:
Setting | What it does |
Trigger Name | A name to identify this trigger — e.g. Ticket Closure — CSAT Survey |
Trigger Description | An optional note describing when this trigger fires |
Choose your survey channel | Select Send Email Survey |
Send Email | When the survey goes out — Immediately, or after a delay you choose |
Ignore Throttling | Set to Yes to let this trigger bypass the Survey Throttling rule below. Default is No |
Under Set this trigger off if, choose All or Any of the conditions must be met, then define each condition:
Object — the SysAid object to check, e.g. Ticket
Property — the field on that object, e.g. Status
Operator — the comparison, e.g. is
Value — the value to match, e.g. Closed
Click + Add Condition to add more conditions.
Save the trigger.
Survey Throttling
Below the triggers, you'll find the Survey Throttling toggle:
Do not send survey again against a ticket id if already sent.
Turn this on to make sure a requester never receives more than one survey for the same ticket, even if the ticket is reopened and closed again. Individual triggers can override this using Ignore Throttling.
Sync back responses in SysAid
Turn this on to push survey results back onto the originating SysAid ticket, so your agents see the feedback right where they work.
Toggle Sync back responses in SysAid on.
Choose what gets synced:
Sync Score — writes the NPS, CES and CSAT values into the
Zonka Feedback NPS,Zonka Feedback CESandZonka Feedback CSATcustom fields on the ticket. Requires the custom fields from Step 4.Sync full response — adds the complete survey response as a note on the ticket, including open-text comments.
Click Save.
You can enable one or both. Most teams turn on both — scores for reporting, and the full response for context.
Where to see synced responses in SysAid
Once responses start syncing, you'll find them in two places on the service record.
Scores — on the ticket form
The Zonka Feedback NPS, Zonka Feedback CSAT and Zonka Feedback CES custom fields on the ticket show the respective scores. Because these are structured fields, they can be used for filtering, sorting and reporting.
Full response — under Notes in the Journey tab
Open the service record and go to the Journey tab. The survey response is posted there as a Note, marked Internal, and includes:
The respondent's email address
Each survey question along with the answer given
A View response link that opens the full response directly in your Zonka Feedback response inbox
For tickets created by a survey response, you'll also see the response summarised in the Description field under Problem Details — for example, "Zonka Feedback survey response from andrew@zonkafeedback.com. Full response added as a note." — with the ticket titled Survey response for [Survey Name].
💡 Use the View response link in the note to jump straight from the ticket to the complete response in Zonka Feedback, including any metadata and open-text comments.
Reporting
Because the scores live in structured custom fields, you can build reports on them in SysAid under Reports → New Report, grouping or filtering by the Zonka Feedback fields to see satisfaction trends across agents, categories, or time periods.
Removing the integration
To disconnect SysAid from your survey, scroll to the bottom of the SysAid integration page and click Remove Integration.
This stops all ticket creation, survey triggers and response syncing. Your existing tickets, notes and synced scores in SysAid are not deleted. To reconnect later, you'll need to enter your SysAid domain, Account ID, Client ID and Client Secret again.
Troubleshooting
Connection fails when I click "Connect to SysAid" Check that your SysAid domain is the full subdomain URL (yoursubdomain.sysaidit.com) and not just the account ID. Also confirm the App Key is still active in Connect → Manage App Keys.
I lost my Client Secret The secret is only displayed once. Go to Connect → Manage App Keys in SysAid, create a new App Key, and reconnect using the new Client ID and Client Secret.
Scores aren't appearing on the ticket Three things to check:
The custom fields exist in SysAid with the exact DB Field Names
zfnps,zfcsatandzfcesThe fields have been dragged onto the ticket template being used
Sync Score is enabled and saved on the Zonka Feedback integration page
Requesters are getting duplicate surveys Turn on Survey Throttling, and check that any trigger with Ignore Throttling set to Yes genuinely needs to bypass it.
No survey is being sent when a ticket closes Open the trigger under View All Triggers and check the conditions — the Property and Value must match the exact status your SysAid instance uses for closed tickets.