Automatic Zendesk ticket creation

With SurveyLab, you can automatically create support tickets in the Zendesk system, based on the survey responses. You just need a few steps to configure Zendesk and SurveyLab to work together.

Application :

• Create a ticket automatically as a new response is collected.
• Create a ticket automatically as a new response meets certain criteria eg. NPS score lower than 7.

Zendesk

API

1. Log into your Zendesk account and go to the  Admin section.
   
2. Press Apps and Integrations / API.
3. Enable Token access.
4. Press Add API token button.
   
5. Enter a label for API token eg. “SurveyLab” and copy your API token.
6. Press Save button.

SurveyLab

Account settings

1. Go to Account  Settings.
2. Go to Integrations.
3. Enter Zendesk API token (copied from Zendesk).
4. Enter your Zendesk user login.
5. Enter Zendesk REST API URL (https://yourlogin.zendesk.com/api/v2/).

Create notification

1. Press  Settings button.
2. Press Notifications button.
3. Press + ADD NOTIFICATION button.
4. Enter notification name and select survey.
5. In the Action section, select Send : Zendesk.
6. Enter ticket name and body.

Survey link

If you are using URL Link collector, please remember to add /[email protected]/ parameter to the link.

Example

https://feedback.surveylab.com/pageTag/SurveyCampaign/cId/c696fd5f78161a1344038e5067d88b5cbaa2515490/[email protected]

You can use the following variables to create a ticket in Zendesk.

Variable	Description
{surveyName}	Survey name.
{firstName}	Respondent’s name.
{lastName}	Respondent’s last name.
{email}	Respondent’s email.
{reportLink}	Survey report link.
{reportName}	Report name.

Functionality is available in the Professional and Enterprise plan.