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

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.

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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