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.
Simplesat for Support app
Simplesat's app for Zendesk embeds Simplesat directly in your tickets, users and navigation bar.
To install the app, visit the Zendesk marketplace.
Click the Install button to add Simplesat to your Zendesk environment.
After the app is installed, go to your Zendesk environment and click the Simplesat icon in your navigation bar. Then log into Simplesat if you haven't done so already. If using SSO options please contact support if any errors are noticed as some additional configuration on our side may be required. We will need to know the domainname being used to access the Zendesk support portal as well.
You can now directly access Simplesat from your navigation bar, and feedback will now directly be embedded into your users and tickets.
The sidebar embedded Simplesat view is mainly for viewing reporting from within Simplesat as an alternative to Zendesk Explore.
Please note: Integrations are not able to be configured from within the embedded app because of authentication issues that come from embedding our webpage within an iframe. To configure integrations please go to https://app.simplesat.io/integrations instead.
Embed a survey into Zendesk
Simplesat surveys can be added to Zendesk email notifications and send from triggers or automations.
Authenticating with Zendesk
First, go back to the Zendesk integrations page, then click authenticate.
Fill in your Zendesk subdomain when asked.
Your subdomain is the first part of your Zendesk URL. For example, if your URL is https://simplesat.zendesk.com then your subdomain would be simplesat.
Click authenticate and log in with your Zendesk credentials if you haven't so already.
Allow Simplesat to connect with Zendesk.
You're now authenticated with Zendesk! 🎉
Account-wide integrations
Daily contact sync from Zendesk to Simplesat
Simplesat can sync new and edited users from Zendesk over to Simplesat
The following fields will be synced over:
Name
Email
Organization name
Active status
Suspended status
Verified status
The first time this integration gets activated it'll sync over all users, afterwards this integration will run once per day and sync over the users that have been updated in the 24 hours prior to that.
To set this up, go to the Zendesk integrations page.
Scroll down to daily contact sync from Zendesk to Simplesat and click activate integration.
Survey integrations
Sync latest rating and sentiment to customer's tags
Simplesat can sync rating and sentiment to the related contact's tags in Zendesk.
Here's an example of what this looks like in Zendesk:
To set this up, go to the Zendesk integrations page.
Scroll down to sync latest rating and sentiment to customer's tags and click activate integration.
⚠️ Activating this integration will auto-inherit tags from end-users to new tickets.
Upon creating a new ticket, Zendesk will automatically copy over the tags of the end-user to the ticket tags.
If this is not something you want then you can follow this guide to automatically remove any Simplesat ratings from new tickets.
Add latest rating to user's custom fields
Simplesat can sync rating and sentiment to the customer's custom fields in Zendesk.
Here's an example of what this looks like in Zendesk:
To set this up you'll first have to create some custom fields in Zendesk.
Start off by going to settings > admin center.
Next, go to people > user fields.
Click add field and create 5 new fields using these settings:
Type | Name | Key | Description |
Number | Latest CSAT | latest_csat | Latest CSAT rating in Simplesat. |
Number | Latest NPS | latest_nps | Latest NPS rating in Simplesat. |
Number | Latest CES | latest_ces | Latest CES rating in Simplesat. |
Number | Latest 5-Star | latest_5_star | Latest 5-Star rating in Simplesat. |
Text | Latest sentiment | latest_sentiment | Latest sentiment in Simplesat. |
Scroll down to sync latest rating to customer's custom fields and click activate integration.
Create follow-up ticket after receiving rating
Simplesat can create a new ticket in Zendesk after receiving feedback.
To set this up, go to the Zendesk integrations page by clicking here.
Next, scroll down to create follow-up ticket after receiving rating and click activate integration.
After that's done, you can select when this integration should trigger, and configure the default settings of the created ticket in the table below the integration.
Ticket integrations
Collect additional Zendesk information
Each time your customer provides a rating, Simplesat will associate the following information with the response.
Object | Data collected |
Ticket | ID, Subject, Priority, Type, Group, All ticket custom fields |
Requester (Customer) | ID, Name, Email, Organization |
Responder (Assignee) | ID, Name, Email |
All information gathered through the API will override fields sent through URL parameters.
Here's an example of how this will look in Simplesat:
To enable this, go to the Zendesk integrations page.
Scroll down to pull ticket details and click activate integration.
Add feedback to ticket as an internal note
Simplesat can sync feedback back to the related Zendesk ticket as an internal note.
Here's an example of what this looks like in Zendesk:
To set this up, go to the Zendesk integrations page.
Scroll down to add feedback to ticket as an internal note and click activate integration.
Add rating and sentiment to ticket tags
Simplesat can sync rating and sentiment to the related ticket's tags in Zendesk.
Here's an example of what this looks like in Zendesk:
To set this up, go to the Zendesk integrations page.
Scroll down to add rating and sentiment to ticket tags and click activate integration.
Sync feedback to ticket custom fields
Simplesat can sync feedback to ticket custom fields in Zendesk.
Here's an example of what this looks like in Zendesk:
To set this up, go to the Zendesk integrations page.
Scroll down to sync feedback to ticket custom fields and click activate integration.
If you have a Zendesk enterprise account or have the productivity pack add-on added to your Zendesk account, the fields might not show up straight away.
This is because you can customize how your ticket looks using ticket forms, in which you'll need to add the fields first.
To do this, you need to receive feedback first. This will trigger the creation of the custom fields.
If you don't want to wait for new feedback you can create a test ticket to yourself and leave feedback on that to speed up the process.
Next, go to settings and open the admin center.
Then go to ticket forms.
Open the form which you'd like to edit.
Then, drag the simplesat rating, simplesat sentiment and simplesat comment fields to where you'd like them to be displayed.
The fields should now be visible in your ticket form! 🎉
Sync Simplesat feedback to Zendesk ticket as a satisfaction rating
Simplesat can sync feedback to the related Zendesk ticket as a satisfaction rating.
Here's an example of what this looks like in Zendesk:
To set this up, go to the Zendesk integrations page.
Scroll down to sync Simplesat feedback to Zendesk ticket as a satisfaction rating and click activate integration.
Note: for this integration to work users must be able to leave ratings on tickets. You can enable this in the admin center under people > configuration > end users > satisfaction > allow customers to rate tickets.
Sync satisfaction ratings from Zendesk to Simplesat
Simplesat can read satisfaction ratings from Zendesk to create new feedback in Simplesat.
This might be useful if you use Zendesk to collect your feedback, but want to compare this with your feedback in Simplesat.
This integration will check for new satisfaction ratings once every hour.
To set this up, go to the Zendesk integrations page.
Scroll down to sync satisfaction ratings from Zendesk to Simplesat and click activate integration.
Once this is activated you'll need to deactivate the integration again to configure it.
Then, scroll down a little more and use the lookup function to set the survey ID and question ID where you want to sync your data to.
Next, scroll down to good satisfaction score and bad satisfaction score and set the scores you want to create in Simplesat.
Once that's done, scroll down to the bottom and click save.
Zendesk messaging (Sunshine conversations)
Simplesat can send in-app surveys through Zendesk messaging, previously known as Sunshine conversations. This can either automatically trigger once the related ticket has been resolved, or when the messaging session has been marked as ended by an agent.
Here's an example of what this looks like:
To set this up, go to the Zendesk integration page by clicking here.
Scroll down to the messaging integrations, select the one you'd like to activate and click authenticate.
Fill in your Zendesk subdomain and click authenticate again.
Your subdomain is the first part of your Zendesk URL. For example, if your URL is simplesat.zendesk.com then your subdomain is simplesat.
Once it has successfully authenticated, click activate integration.
Once that's done, either create a new Zendesk survey or edit an existing one. Then go to the publish tab and click generate embed code.
Make sure you're on the link option, then click copy survey.
Then go back to the Zendesk integration page, go to the Zendesk messaging integration and scroll down a little to field mapping.
Under content action uri fill in the URL of your Zendesk survey.
Under content text you can edit the automated message that will be sent in chat.
At content action text you can edit the text that will be displayed on the button of the message.
Once that's all done, click save.