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Automatic Zendesk ticket creation

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

Zendesk


API

  1. Log into your Zendesk account and go to Admin section.
    Zendesk API
  2. Press API.
  3. Enable Token Access.
  4. Press Add API token button.
    Zendesk API token
  5. Enter a label for API token eg. "SurveyLab" and press Save button.
  6. Copy your API token.


SurveyLab


Account settings

  1. Go to Account S 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 a metric

  1. Press D DESIGN button.
    Survey list
  2. Press Metrics button.
  3. Press + ADD METRIC button.
    Add metric
  4. Define a metric.
  5. Set action create Zendesk ticket.

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

Variable Description
{surveyName} Survey name.
{firstName} Respondent name.
{secondName} Respondent second name.
{email} Respondent email.
{reportLink} Survey report link.

NOTE. Remember to set points for each answer choice in your survey, eg.:

  • Fully agree (5)
  • Agree (4)
  • Neither agree nor disagree (3)
  • Disagree (2)
  • Fully disagree (1)

* Functionality is available in the Professional and Enterprise plan.