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.
Embedding a survey in Zendesk
Simplesat surveys can be added to Zendesk email notifications send from triggers or automations.
Authenticating with Zendesk
First, go back to the Zendesk integrations page by clicking here, then click authenticate.
Fill in your Zendesk subdomain when asked.
Your subdomain is the first part of your Zendesk URL. So, 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! ๐
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 |
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 by clicking here.
Authenticate if you haven't done so already, then 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 by clicking here.
Authenticate if you haven't done so already, then 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 by clicking here.
Authenticate if you haven't done so already, then scroll down to add rating and sentiment to ticket tags and click activate integration.
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 by clicking here.
Authenticate if you haven't done so already, then scroll down to sync latest rating and sentiment to customer's tags and click activate integration.
Do not 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: Number
Name: Latest CSAT
Key: latest_csat
Description: Latest CSAT rating in Simplesat.
Type: Number
Name: Latest NPS
Key: latest_nps
Description: Latest NPS rating in Simplesat.
Type: Number
Name: Latest CES
Key: latest_ces
Description: Latest CES rating in Simplesat.
Type: Number
Name: Latest 5-star
Key: latest_5_star
Description: Latest 5-star rating in Simplesat.
Type: Text
Name: Latest sentiment
Key: latest_sentiment
Description: Latest sentiment in Simplesat.
Authenticate if you haven't done so already, then scroll down to sync latest rating to customer's custom fields 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 by clicking here.
Authenticate if you haven't done so already, then 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 then 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! ๐
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
Tags
Active status
Suspended status
Verified status
This integration will run every 24 hours.
To set this up, go to the Zendesk integrations page by clicking here.
Authenticate if you haven't done so already, then scroll down to daily contact sync from Zendesk to Simplesat and click activate integration.
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 by clicking here.
Authenticate if you haven't done so already, then scroll down to sync Simplesat feedback to Zendesk ticket as a satisfaction rating and click activate integration.