The enrichment of your CRM is one of your priorities to increase your customer knowledge. This is why mapping is essential to power your CRM.

Mapping is a process that allows you to enrich your CRM in an automated way

Once the mapping parameters have been set up, the information collected by a survey is then integrated into your CRM.


1- Upstream

To create a good mapping, first make sure that your campaign is properly configured.

In order to make a precise and coherent mapping, it is necessary to identify what you want to map.

In your survey, link the Attributes that interest you. They will be used to retrieve customer data and therefore to complete the contact form in your CRM.

Add Tags on the questions that interest you so that you can more easily identify them when creating the Mapping and retrieve the answers in one click.

>> Note: links to the configuration of your specific applications are available at the end of the article.


2- Creating a mapping

To create a mapping, go to the Settings section, then click on Connected applications.

This is where you will see a list of your mappings already configured. 

To configure a new application, click on + Connect new application. 

Then choose the application you want to integrate.

Identify yourself on the application you have chosen.

For the example, we have chosen Zendesk.

Once authentication is complete, click on + Add new mapping.

Then create your mapping.

  1. Name it in a way that makes it easy to identify.
  2. In the Distant CRM object, select the element you will feed into Zendesk. We have selected "Ticket" to add content to the ticket field of Zendesk.
  3. The Identification field is the information that will allow MyFeelBack to link the data to the right place in Zendesk. You can choose the email address for example, it will allow you to link the MyFeelBack respondent to the right contact in Zendesk.

Then select the Operation to be performed.

Three types of operation are possible:

  • Creation: creates the data (if it does not exist).
  • Update: updates an existing data (replaces the existing data with the new one).
  • Creation or Update: creates the data if it does not exist or updates if it exists.

Finally, fill in the mapping fields.

  • The Internal object corresponds to the information to be retrieved in MyFeelBack (here, an attribute called "comtag").
  • The External field corresponds to what will be added/modified in Zendesk (for this example, a "Comment" field in a Zendesk ticket).
  • The Transformation field only applies to very specific cases where the data will be modified to take a specific form (example: transform a telephone number starting with +336XXXXXXXXXXXX to 06XXXXXXXXXX).

Don't forget to save your mapping.


For other connected applications

You have just learned how to create a mapping (with Zendesk as an example).

We present you the different specificities related to the applications available in MyFeelBack in the dedicated articles below:


Want to try ? Click here 👇

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