This connector allows you to create and/or enrich a ticket in your Zendesk account, with answers from any smart survey on MyFeelBack.
Find how by following these few steps:
In order to configure your mapping, you have to make sure your campaign is correctly set up.
Start by identifying what information you want to send to Zendesk, i.e. the answers you want your ticket to be fed with in Zendesk. Tag those questions to identify them easily when you will be creating the Mapping between MyFeelBack and Zendesk. By doing this, you will be able to use the same mapping for different surveys, which is pretty handy.
2 - Connect to Zendesk
To connect Zendesk to MyFeelBack, go to Settings -> App Integrations -> Zendesk.
Set up your subdomain (only the name) and click on "Connect to Zendesk". You have to accept the authorization (OAuth identification). Then, you will automatically be redirected to MyFeelBack.
3 - Mapping
Once you've connected Zendesk with MyFeelback, you can start designing your Mapping. In the side menu, select "Settings" and then "Mappings".
Then, click on the "Add mapping" green button :
and select Zendesk.
- Name your mapping to easily remember it.
- In Distant CRM object, select from Ticket / Agent / Group / Organization. It corresponds to the element on Zendesk that you will feed with your data.
- The Identification field corresponds to the data you need to link and find an element in Zendesk (i.e.: the ID of an existing ticket).
- The Operation is the action done by the connector:
- Creation: If the element is not found (using the ID) on Zendesk, we create a new entry on Zendesk with the fields previously set up. If not, nothing happens. If you did not configure an Identification field, it will automatically create a new entry.
- Update: If the element is found (using the ID) on Zendesk, we update an existing entry by writing over an old one on Zendesk. If not, nothing happens.
- Create or Update: If the element is found (using the ID) on Zendesk, we update an existing entry by writing over an old one on Zendesk. If not, we create a new entry.
You now have to fill the Mapping fields:
A "Mapping field" is the link between the question in MyFeelback and a field in the element you want to feed in Zendesk (i.e.: a ticket sheet).
- Internal objects are the information to find in MyFeelBack (through a Tag or Attributes).
- External fields are the fields which will be modified (enriched) in Zendesk (in this case, a field called "note sat" in your Contact sheet in Zendesk).
Our example concerns a survey with an NPS question. You can see how we've configured the mapping to automatically create a ticket with the subject, a comment, the customer name, his email and the NPS score he's entered. Of course, you are free to choose what you want to feed your tickets with.
Do not forget to Save your changes.
4 - Actions
Once your mapping is ready, you need to use it in an "Action" in your Campaign to make it work each time a respondent submit your survey. On the "Set actions" tab of your Campaign, define your "when" and "if" conditions and make sure to select "Feed an application" as "Then" condition.
In our example, our scenario basically says: "When" a page is submitted and "If" this Page is called "Page 1", "Then" Feed my CRM with the mapping called "Mapping test".
Do not forget to Save your scenarios. All you need to do now is to deploy your Campaign and verify that everything works well in Zendesk.