Integrating SurveySparrow with Zendesk

Create/update contacts or tickets on your Zendesk account directly from your survey responses.

 

Zendesk integration with SurveySparrow lets you create and update contacts/tickets on your Zendesk account directly from your survey responses. You can further trigger surveys and collect feedback effortlessly whenever a ticket update occurs in the Zendesk app. 

With SurveySparrow integration with Zendesk, you can: 

  • Create/ Update new users on Zendesk directly from survey responses
  • Create/Update tickets on Zendesk directly from survey responses
  • Map survey responses to the Zendesk fields
  • Trigger NPS/CSAT surveys when the ticket status is solved or updated

Let’s see how it works

  1. After logging into your SurveySparrow account, create a new survey or open an existing one.

  2. Navigate to Integrate tab & enable the Zendesk toggle.

3. Enter your Zendesk subdomain URL and authorize access to your SurveySparrow account.

 

4. You’ll be redirected to the Zendesk Sign-in page. Enter your credentials and login to your Zendesk account.

 

5. Once the authorisation is done, you can choose to create/update contacts and tickets on Zendesk directly from your survey responses.

Trigger Survey when the ticket status is updated

  1. The first step is to install the SurveySparrow account from the Zendesk app marketplace
  2. Navigate to Settings on your Zendesk dashboard and click on Marketplace under Apps.  

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3. Search for the SurveySparrow app in the Search bar and install it. 

4. Once the app is installed, you will notice the SurveySparrow app on your Zendesk dashboard Settings. (Refer to the screenshot below)

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5. On the click of your SurveySparrow app, you’ll be directed to the below page. 

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Now, let’s see how to create a new trigger. 

  1. To create a new trigger, click on the New Trigger + button.  
  2. Name the trigger and give a description, for future references. 
  3. Parallely, make sure to create a survey and an email share on your SurveySparrow account. 
  4. Now, choose the survey type, the survey, and email share, from the dropdown. You can set delays if you want. 

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Note: If the email share hasn’t been created yet, we do it for you automatically.


5. Once done, set the conditions for the trigger. In our case, our condition will trigger an NPS survey when the ticket status is solved. You can have multiple conditions if you want. 

6. Pass variables to the survey. In our case, we have passed the variable Ticket ID. 

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Note: If you wish to update the ticket directly from survey responses, you can create a variable Ticket ID on the Global Variables section of your survey builder and pass the same variable id here. (Refer to the screenshot below). Click here to understand how to pass variables


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7. Once everything is done, click on Submit to save all the details. 

8. All the triggers you have created on your Zendesk account will be visible under Dashboard.

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9. Now, when the ticket status is solved, an NPS survey will be triggered to the email id of the Requester. 

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Create/Update Contacts on Zendesk from Survey Responses

To Create a new Contact on Zendesk

  • Choose the Zendesk Object as User and Action as Create from the dropdown list.

  • Map your survey responses with the corresponding Zendesk fields.

  • Click Save to save all your actions.

 

Note: It’s mandatory to map at least one of your survey responses to the Name field of Zendesk

6. Now whenever your survey gets a new response, a new contact is created on Zendesk, in real-time. You can find all the updated details of your customer under Customer Lists on your Zendesk account.

 

To Update an existing contact on Zendesk

  • Choose Update as the Action type on the Zendesk mapping page.

  • Then, you will have to create a new custom variable under the Global Variables section of your Survey Builder.

  • Create a custom variable, say userid.

 

7. Now, go back to the Zendesk Mapping Page and choose the unique identifier type as Variable and select the variable (in our case, it’s userid) from the dropdown.

 

8. Map your survey response with the corresponding Zendesk fields.

9. Click Save to save all your actions.

10. The variable user_id should be passed along with the survey to update ticket entry on Zendesk. Eg. If your user id is 46, the survey URL which you need to share should be https://wahab.thrivesparrow.com.com/s/Prospecting-Leads-Survey/tt-6df3a0?userid=46


Click here to understand how to send variables in SurveySparrow or take a look at the below screenshot to understand how the survey is shared along with the user_id in the survey URL.

 

 

11. Now, when your survey is shared and gets a new response, all the new details will get updated under an existing userid, on your Zendesk Account.

 

12. That's it. Now that you've understood how to create or update contacts on Zendesk from survey responses, let's dive into how to create/update new tickets on Zendesk from survey responses.

Create/Update Tickets on Zendesk from Survey Responses


To Create a new Ticket on Zendesk

  • Choose the Zendesk Object as Ticket and Action as Create from the dropdown.

  • Once done, map your survey responses to the corresponding Zendesk fields.

  • Click Save to save all your actions.

 

Note: It’s mandatory to map at least one of your survey responses to the Subject and Description fields on Zendesk

13. Now whenever your survey gets a new response, a new ticket is created on Zendesk, in real-time.

 

 

14. You can find all the new tickets created under All unsolved tickets, on your Zendesk account.

 

To Update an existing ticket on Zendesk

  • Choose Update as Action Type.

  • Then, create a new custom variable by navigating to the global variable section of your Survey Builder.

  • Create a custom variable, say ticketid.

 

15. Go back to the Zendesk Mapping Page. Choose the unique identifier type as a variable and select the variable (in our case, it’s ticketid) from the dropdown.

16. Map your survey responses to the corresponding Zendesk Fields.

17. Click Save to save all your actions.

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18. The variable ticket_id should be passed along with the survey to update ticket entry of Zendesk. E.g. If your existing ticket id is 46, the survey URL which you need to share should be https://wahab.thrivesparrow.com.com/s/Prospecting-Leads-Survey/tt-6df3a0?ticketid=46.


Click here to understand how to send variables in SurveySparrow or take a look at the below screenshot to understand how the survey is shared along with the user_id in the survey URL.

 

 

19. Whenever the survey gets responses, the existing ticket will be updated with new details in real-time.

 

20. That's all about Zendesk <> SurveySparrow integration.

21. To disable the integration, go to the integrate tab and disable the toggle.

 

Please reach out to us anytime if you're stuck. We would be happy to assist you.

See you in the next one :)

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