Although the integrations below are not required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of Zendesk's ticket workflows and business rules.
In this article:
Authenticating with Zendesk
Click the Authenticate button and follow the steps to add your credentials. Once you do this, all Zendesk integrations will become available.
Update a ticket with tags and comments
Simplesat can update the support ticket with a private comment and tag after a customer submits feedback.
Here's an example of how a private comment will look in a Zendesk ticket:
To set this up, click the Authenticate Agent with Zendesk button and enter your API information. Here's how to generate an API token.
Once authenticated, the integration will be active with the defaults below.
Add satisfaction ratings back to Zendesk
You can still take advantage of Zendesk's core satisfaction ratings by creating a "fake" end-user account and authenticating with it in Simplesat. Once you do, that account will update ticket ratings and then switch back to the original requester.
A "fake" end-user is required in order to add satisfaction ratings back to your Zendesk account.
Create an end-user
Head over to your Zendesk account. Then, hover over the + Add link at the top left corner, and click User.
Enter a name, email address, and make sure the End-user is selected for the role.
For the name, you can enter something easily identifiable, such as Simplesat Integration.
Note: If you're using Gmail (or G Suite) and already have your email used in Zendesk, you can add a "+" and then any text after for Zendesk to treat that as a new address. For example, if your email was [email protected] you could use [email protected].
You should receive an email to reset your password. Make sure you do so in incognito mode or while you're logged out of your main agent Zendesk account. After you set the new end-user's password, log out and go back to your agent account again.
If your Zendesk account doesn't require registration to receive tickets, you can go into the end-user's profile and manually send out a verification email that lets you create a password, and complete the process.
The Password Access setting must be enabled in order for this integration to work. You can enable this in the API setting in your Zendesk account.
Add your new end-user's information back to Simplesat
Enter your end-user's email and password to authenticate.
Once you've done so, click the Authenticate End-user with Zendesk button and enter the required information.
Note: Because Zendesk only has "Good" and "Bad" options in their core satisfaction system, "Neutral" ratings are saved as "Bad".
Some of this may seem daunting if you're not a Zendesk power user. We'd be happy to help walk you through the process, just let us know. 😃