businesses are made with relationships

Integration with

Last updated: 16 SEP 2023

Zendesk is a popular web Help Desk software. MySurveyLab is a popular online survey software that allows to measure customer satisfaction and collect feedback.

Please find below short instructions describing how MySurveyLab can be integrated with This is easy to implement a solution that will allow you to gather feedback and measure customer satisfaction (each time a ticket is closed) from Help Desk work.

To configure Zendesk to work with MySurveyLab :

  1. Sign into
  2. Select Manage and next Triggers & mail notifications

    zendesk - manage notifications 
  3. Select Notify requester of solved request and press edit.
    zendesk - edit notification
  4. Set Meet any of the following conditions: Status > Changed to > Solved.
    zendesk - condition 1
  5. Add link (URL) to your survey in Perform these actions:
    Email user > (requester)
    Email subject: > [{{ticket.account}}] Re: {{ticket.title}}
    Email body: should contain a link (URL) to your survey and referrer, which will allow you to identify clients. Referrer should end with slash /.
    zendesk - condition 2
  6. Press Update trigger button.

Your survey results will be available in MySurveyLab on reports. Information that will allow you to identify individual clients will be available in response details in referrer row.

NOTE. If you want to add a referrer containing the first and last name of a customer (supported with Zendesk) to your survey just add /referrer/{{ticket.assignee.first_name}}+{{ticket.assignee.last_name}}/ at the end of survey link.

author: Jakub Wierusz

Try for free
Best survey tool with great features

14 days trial | view complete list of features