Create Support Tickets Automatically with the Zendesk Integration

When you’re running a survey to collect customer feedback on your product or service, some responses will come in that you’ll want to take action on immediately. Sometimes it’s positive feedback, like a potential sale or a very happy customer, but at other times it could be negative feedback from a dissatisfied customer. In this post, we’ll show you how you can use Zendesk’s online customer support application with FluidSurveys to intercept those dissatisfied customers and win back their business! .

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Who Can Use This Integration?

All FluidSurveys’ customers with a Zendesk account can use this integration. You can sign up for a free Zendesk account here, and try out the integration today! .

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About the Zendesk Integration

With this integration, you can uncover issues and respond quickly to proactively manage customer satisfaction. Here are the functionalities that are possible with this integration:

1. Create a new ticket, open a ticket, solve a ticket, put a ticket on hold or pending, and close a ticket in Zendesk,
2. Attach a ticket to an existing customer profile in Zendesk, and
3. Create a new customer profile in Zendesk.

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How to Setup the Zendesk Integration in Your Account

STEP #1: INTEGRATE YOUR ACCOUNTS

1.1. Before we begin, let’s look at an example where we would want to set up this integration.  For this post, let’s pretend we are conducting a website satisfaction survey for a local news site. Some customers might voice technical issues or other problems with the site. It would be useful to set up this integration so that the support team can do an informed follow up quickly.

The first step in setting up this integration is to connect your two accounts. In FluidSurveys, select the “Tools” drop-down located on the toolbar. Once selected, you’ll see an option called “Integrations”. Click on this option and you’ll be taken to the Integrations page.

tools-integrate .

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1.2. On the Integrations page, you’ll see a list of all the previous integrations you’ve set up. You’ll also see an opportunity to add a “New Integration”. After clicking this option, a list of all available FluidSurveys’ integrations will appear. Choose the Zendesk integration.

integration .

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1.3. Next, a dialogue will prompt you to enter in your Zendesk account information.

intergrate_form

 

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STEP #2: AUTOMATE TASKS

2.1. Now, let’s head over to the “Automations” section where we can automate tasks. You’ll find this located on the left panel under “Integrations.” In “Automations,” you’ll see a list of all the previous automations you have set up. Now, we can go ahead and click “New Automation” to name and create our desired automation.

automation_name .

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2.2. For this automation to function as desired, I want to trigger the event when a completed response is recorded in my Website Satisfaction survey. That is why I selected “Response Completed” as the condition and made certain that the correct survey was selected under the “Event” section. website_Event .

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2.3. Because we’ve identified that we only want to create a ticket in Zendesk when a respondent is dissatisfied, we have to set up filters to keep all satisfied respondents out of our support queue. We can do this by setting up our conditions in the “Filters” section. The image below shows that when a respondent answers “Very Dissatisfied” or “Dissatisfied” for these key questions in our survey, it’ll trigger the desired action in Zendesk.

filter .

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2.4. The next step will be to set up the action that will occur when a response on our survey meets the conditions we have just set up. The image below shows that I have set up a support ticket to be created in Zendesk immediately (no delay). The ticket will include the following information:

*Requesters Name. This field collects the name of the respondent from the survey and adds the name to a new profile in Zendesk. It also allows the support team to contact the respondent by name.

*Requesters Email. This field collects the email address of the respondent from the survey so that a new profile can be created or an existing profile can be linked with the ticket.

*Assignee ID. The Assignee ID identifies which support team member will get the ticket. This ID can be found in Zendesk and you would want to apply it if there was one support person in particular who was supposed to deal with tickets of this nature. In this example, it doesn’t matter who receives the ticket, so I will leave it blank. If you wish to get an Assignee’s ID, please contact the admin of your Zendesk account.

*Group ID. The Group ID is one level above the Assignee ID and identifies a subgroup within the support team who would deal with these incoming tickets. Using this example, if the local news site had support team subgroups broken down by city such as Ottawa, Toronto and Montreal, then Zendesk would have a Group ID for each particular one. However, if it doesn’t matter which group receives the ticket, then you can leave it blank as I have done.

*Subject. This is the subject line of the support ticket that the support person will receive. I like to pipe in the Survey Name to provide some context about the ticket.

*Problem. Depending on the data you are collecting, the reason for the ticket might be to report a problem, which is the default option, or it could be to report an incident, question, or task.

*Low. This reflects the priority of the ticket, and lets the support person know how urgently this support ticket needs to be resolved. The default option is low, but it can be changed to Normal, High, or Urgent.

*New. New is referring to the status of the ticket. By leaving it as new, the survey will create a new ticket in Zendesk. Other ticket status options include open a ticket, put a ticket on hold, mark as solved or pending, or close a ticket. 

*Description. In this field you can add information about the support request by piping in respondents’ answers from the survey questions. Using our example, I piped in the responses to the key questions that would trigger the ticket.

 

actions

 

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2.5. Now, let’s make the automation live. At the top of the automation we just created, switch the grey toggle from “off” to “on”. In this toolbar, you can also access the “Save” and “Actions”. Actions allows you to duplicate, cancel or delete the automation.

live

 

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Our survey will now start automatically creating tickets in Zendesk as soon as dissatisfied responses come in. This is just one example of how this integration allows you to take immediate action on the insight you gain from your survey. If you have any questions about using this integration, contact our support team at support@fluidsurveys.com. If you haven’t yet created a FluidSurveys account, visit our pricing page and get started today!

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Shannon McCluskey

Shannon is a marketing specialist at Fluidware. She is passionate about sharing knowledge on the latest survey insights and product features. Shannon is also very active in the local technology community, and mentors startups on marketing strategy.
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