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Automatic Zendesk ticket creation

With SurveyLab, you can automatically create support tickets in the Zendesk system, based on the survey responses. You just need a few steps to configure Zendesk and SurveyLab to work together.

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  • Create a ticket automatically as a new response is collected.
  • Create a ticket automatically as a new response meets certain criteria eg. NPS score lower than 7.
  • Zendesk

    API

    1. Log into your Zendesk account and go to the [S] Admin section.
      Zendesk API
    2. Press Apps and Integrations / API.
    3. Enable Token access.
    4. Press Add API token button.
      Zendesk API token
    5. Enter a label for API token eg. “SurveyLab” and copy your API token.
    6. Press Save button.

    SurveyLab

    Account settings

    1. Go to Account S Settings.
    2. Go to Integrations.
    3. Enter Zendesk API token (copied from Zendesk).
    4. Enter your Zendesk user login.
    5. Enter Zendesk REST API URL (https://yourlogin.zendesk.com/api/v2/).

    Create notification

    1. Press S Settings button.
    2. Press Notifications button.
    3. Press + ADD NOTIFICATION button.
    4. Enter notification name and select survey.
    5. In the Action section, select Send : Zendesk.
    6. Enter ticket name and body.

    Survey link

    If you are using URL Link collector please remember to add /[email protected]/ parameter to the link.

    Example

    https://feedback.surveylab.com/pageTag/SurveyCampaign/cId/c696fd5f78161a1344038e5067d88b5cbaa2515490/[email protected]

    You can use the following variables to create a ticket in Zendesk.

    VariableDescription
    {surveyName}Survey name.
    {firstName}Respondent’s name.
    {lastName}Respondent’s last name.
    {email}Respondent’s email.
    {reportLink}Survey report link.
    {reportName}Report name. 

    * Functionality is available in the Professional and Enterprise plan.