Zonka Feedback's Zendesk Integration enables you to send 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 Email Survey automatically

You can automatically trigger Email Surveys from Zonka Feedback based on the Ticket Status in Zendesk.

To set triggering Email Surveys for Zendesk Ticket Updates, 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 the Toggle for 'Send Zonka Feedback Email Survey Automatically'

  • Choose Ticket Status from the dropdown. Choose from the following:
    - Closed or Solved: If you want to trigger an Email Survey when the Ticket is either Closed or Solved
    - Closed: If you want to trigger an Email Survey when the Ticket is Closed
    - Solved: If you want to trigger an Email Survey when the Ticket is Solved

  • Select Time or Delay for when you'd like to trigger the Email Survey after the Ticket Status is updated. Choose from Immediately, After 1 Day, After 1 Week, After 2 Weeks, After 1 Month, or Custom. Choose delay of a number of days in Custom.

  • Once done, click on 'Save' to start triggering automated Email Surveys from Zonka Feedback based on Zendesk Ticket Updates.


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.


FAQs: Zendesk integration with Zonka Feedback

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