Search search
Help sections

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.



  1. Go to Admin section.
  2. Press API.
  3. Enable Token Access.
  4. Press add new token button.
  5. Enter a label for API token eg. "surveylab" and press Create button.
  6. Copy your API token.


Account settings

  1. Go to Account S Settings.
  2. Enter Zendesk API token (copied from Zendesk).
  3. Enter Zendesk user login.
  4. Enter Zendesk REST API URL (

Create a metric

  1. Press D Design button.
  2. Press Metrics button.
  3. Press + ADD METRIC button.
  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 Professional and Enterprise plan.