How to enrich tickets in Zendesk with data from your surveys

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.

To learn more about mapping, feel free to read our article: what is a mapping .


I - Requirements

  • In order to configure your mapping, you have to make sure your campaign is correctly set up.
  • Start by identifying which information you want to send to Zendesk, i.e. the answers you want your ticket to be fed with in Zendesk. 
  • In your survey, please identify your Attributes (and create some if you don't have any). You don't have to use Attributes, but most of the time, it allows you to easily exploit the identity of your respondents (and then link it to the correct Contact record 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.

II - Connect to Zendesk

Then you need to connect Zendesk to MyFeelBack.

Go to Settings in the side menu. Click on Available applications. 

Then click on the + Integrate button of Zendesk.

Set up your subdomain and click on Connect to Zendesk.

You have to accept the authorization (OAuth identification). Then, you will automatically be redirected to MyFeelBack.

III - Mapping

Once you've connected Zendesk with MyFeelback, you can design your Mapping.
Click in the Mappings tab and then on the + Add new mapping button.

You can now set your Zendesk Mapping:

1/ Name your mapping to easily remember it.

2/ In Distant App object, select from Ticket / Agent / Group / Organization. It corresponds to the element on Zendesk that you will feed with your data.

3/ 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).

4/ The Operation allows you to choose to either create a new entry on Zendesk (Creation), update an existing entry by writing over an old one (Update), or even create an entry if the data does not exist yet and update if there is already existing data (Create or Update).

5/ 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).
  • Transformation could be used to change the way your data is collected before adding it to Zendesk. (example: change a phone number from +001943XXXXX to 943XXXXX).

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 (example at the end of the article). Of course, you are free to choose what you want to feed your tickets with.

Do not forget to Save your changes.

IV - Actions

Once your mapping is ready, you need to use it in an Action in your Campaign to make it work.

On the Actions tab of your Campaign, define your When and If conditions.

What is an action ?

Then select Feed an application as the Then action.

Select your mapping when you set your action.

In our example, our scenario basically says: When a page is submitted and If this Page is called Page Abandon, Then Feed my CRM with the mapping called Cart abandonment.

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.


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