27 FEB 2012

Integration with zendesk.com

zendesk.com is a popular web Help Desk software. mysurveylab.com is popular online survey software that allows to measure customer satisfaction and collect feedback.

Please find below short instruction describing how mysurveylab.com can be integrated with zendesk.com. This is easy to implement solution that will allow you to gather feedback and measure customer satisfaction (each time a ticket is closed) from Help Desk work.

to configure zendesk to work with mysurveylab.com :

  1. sign into zendesk.com
  2. select Manage and next Triggers & mail notifications

    zendesk - manage notifications 
  3. select Notify requester of solved request and press edit
    zendesk - edit notification
  4. set Meet any of the following conditions: Status > Changed to > Solved
    zendesk - condition 1
  5. add link (URL) to your survey in Perform these actions:
    Email user > (requester)
    Email subject: > [{{ticket.account}}] Re: {{ticket.title}}
    Email body: should contain link (URL) to your survey and referrer, which will allow you to identify clients. Referrer should end with slash /.
    zendesk - condition 2
  6. press Update trigger button.

Your survey results will be available in mysurveylab.com on reports. Information that will allow you to identify individual clients will be available in response details in referrer row.

NOTE. If you want to add a referrer containing first and last name of a customer (supported with Zendesk) to your survey just add /referrer/{{ticket.assignee.first_name}}+{{ticket.assignee.last_name}}/ at the end of survey link.

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