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Integration with Zendesk

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

Zendesk

To configure Zendesk to work with SurveyLab :

  1. Log into Zendesk.
  2. Select Admin and next Triggers.
    zendesk - manage notifications
  3. Press Add trigger button.
  4. Set Meet any of the following conditions: Ticket: Status > Changed to > Solved.
    zendesk - condition 1
  5. Add a link (URL) to your survey in Perform these actions section :
    Notifications: 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 - actions
  6. Press Save button.

SurveyLab

Survey results will be available in SurveyLab on reports. Information that will allow you to identify individual clients will be available in the RESPONSE details section.

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.

* Functionality is available in the Professional and Enterprise plan.