Zendesk
Zendesk integration with SurveySparrow lets you create/update new contacts or tickets on your Zendesk account directly from your survey responses.
Zendesk Survey Integration: Use Cases
Create/Update Contacts on Zendesk from Survey Responses
Choose the Zendesk Object and Action from the dropdown and map your survey responses to the corresponding Zendesk fields. Now when your survey is shared and starts getting responses, a new contact is created on Zendesk, in real-time.
Note: It’s mandatory to map at least one of your survey responses to the Name field of Zendesk.
To update an existing user, you'll have to first add a custom variable under the Global Variables section, on your survey builder. Once done, come back to the Zendesk mapping page and choose the object and action. Choose the unique identifier type as variable, select the variable from the dropdown, and map the survey responses.
Note: The variable user_id should be passed along with the survey to update ticket entry on Zendesk.
Create/Update Tickets on Zendesk from Survey Responses
To create a new ticket, choose the Zendesk Object and Action from the dropdown and map your survey responses with the respective Zendesk Fields. Now when your survey is shared and starts getting responses, a new ticket is created on Zendesk, in real-time.
Note: It's mandatory to map at least one of your survey responses to Subject and Description fields of Zendesk.
To update an existing user, you'll have to first add a custom variable under the Global Variables section, on your survey builder. Once done, come back to the Zendesk mapping page and choose the object and action. Choose the unique identifier type as variable, select the variable from the dropdown, and map your survey responses.
Note: The variable ticket_id should be passed along with the survey to update ticket entry of Zendesk.
How to set up your Zendesk Survey Integration
Webhooks
A webhook in web development is a method of augmenting or altering the behavior of a web page, or web application, with custom callbacks.
Note: Similar to Trigger we can create Webhooks for Automation too.
Step 1: Create a Webhook (Http Target)
Step 2: Navigate to Settings, go to Extension and Click Add New Targets.
Step 3: Choose Http target from the list.
Step 4: Enter the name of the target (Trigger Webhook) and URL(https://api.surveysparrow.com/v1/shares/email/{share_id}) and choose the method (PUT).
Step 5: Enable the Basic Authentication checkbox and enter the credentials(Username: email ID and Password: Authtoken).
Step 6: Test and Save the target.
Step 7: Create a Trigger:
Step 8: Navigate to Settings, go to Triggers and click Add Trigger.
Step 9: Enter the Name and Description and Choose a Condition(Ticket status is closed).
Step 10: Under Action, choose Notify Target and select the Webhook target(which we had created earlier).
Step 11: Save and test the Trigger.
Zapier
Zapier is an online automation tool that connects your apps and services. You can connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration.
Trigger - New Action on Ticket
Step 1: Choose App and Event - Zendesk and New Action on ticket
Step 2: Choose Account - Sign in to your Zendesk Account
Step 3: Customize Action - Select Ticket
Step 4: Find Data - Choose Sample data to Send
Step 5: Test the connection
Action - Share Survey
Step 1: Choose App and Event - SurveySparrow and Choose Survey to Send
Step 2: Choose Account - Sign in to your SurveySparrow Account
Step 3: Customize Share Survey
Step 4: Select Survey from the List
Step 5: Select a Share option(Email share)
Step 6: Select a recipient email ID
Step 7: Share Ticket ID(Optional)
Step 8: Test the connection