The Alchemer Survey Zendesk Integration is available as an add-on. If you are interested in purchasing the Zendesk Integration, please contact us for additional information.
At a high-level, Alchemer's integration with Zendesk allows you to easily:
- Pull User or Ticket records from Zendesk into Alchemer, for use in surveys or email campaigns.
- Push survey data from Alchemer into Zendesk, for example to update user or ticket records.
On the Zendesk-side, customer feedback collected through Alchemer seamlessly flows into your ticket management systems, reducing data silos and conserving time and resources that would have otherwise been used on manually inputting feedback into Zendesk customer records and tickets.
This integration also democratizes feedback by putting survey data from Alchemer into the hands of your customer-facing teams, who are in Zendesk every day.
On the Alchemer-side, this integration uses data from Zendesk user records and tickets to personalize surveys. This allows you to collect highly pertinent and focused feedback, enabling you to better understand customer satisfaction and enhance your overall support experience.
What are some examples of the Alchemer Zendesk Integration in practice:
- Send a Customer Support Satisfaction Survey through Alchemer and automatically update user records in Zendesk when that customer provides their feedback.
- Use Zendesk ticket or user record information to personalize surveys sent through Alchemer.
Integration Set-Up
Adding an Integration Action
1. Select an existing survey or create a new survey. Then navigate to the Survey Builder.
2. Click "Add New: Action"
3. In the Add Action modal, scroll down to Integrations. Then click "Add" for one of your purchased integrations.
If you haven't purchased any additional integrations, you will see the below screen:
4. Select the action you would like to perform. You can either:
- Get Zendesk Ticket Record: Look up a Zendesk ticket by TicketID or other field. Then pull information from that ticket into an Alchemer survey or email campaign. Jump to section.
- Get Zendesk User Record: Look up a Zendesk user by user email or other field. Then pull information from that user into an Alchemer survey or email campaign. Jump to section.
- Update Zendesk Ticket: Update a Zendesk ticket with survey response data. Jump to section.
- Update Zendesk User Record: Update a Zendesk user record with survey response data. Jump to section.
Configuration: Get Zendesk Ticket Record
Before configuring this Zendesk Integration action you will need:
- Your Zendesk login
- Your Zendesk instance subdomain
- Fields in this survey that will contain the data used to look up the Zendesk ticket record
- Fields in this survey where you want save the Zendesk ticket data
1. Select "Get Zendesk Ticket". 
2. Hit "Next" on the overview screen.
3. Connect your Zendesk account.
4. Select the field in this survey that you want to use to find the specific ticket record in Zendesk. Ticket ID will often make the most sense, but you can use any of the other fields listed in the drop-down list.
How to Create Containers for the Field Values
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
OR
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Zendesk and used as Merge Codes in your survey.
5. Map ticket fields in Zendesk to corresponding fields in Alchemer.
This will pull in data from an existing field in Zendesk and update the corresponding field in Alchemer.
6. When complete, click "Save" to finalize the Integration.
Configuration: Get Zendesk User Record
Before configuring this Zendesk Integration action you will need:
- Your Zendesk login
- Your Zendesk instance subdomain
- Fields in this survey that will contain the data used to look up the Zendesk user record
- Fields in this survey where you want save the Zendesk user data
1. Select "Get Zendesk User".
2. Hit "Next" on the overview screen.
3. Connect your Zendesk account.
4. Select the field in this survey that you want to use to find the user record in Zendesk. User Email will often make the most sense, but you can use any of the other fields listed in the drop-down list.
How to Create Containers for the Field Values
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
OR
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Zendesk and used as Merge Codes in your survey.
5. Map user fields in Zendesk to corresponding fields in Alchemer.
This will pull in data from an existing field in Zendesk and update the corresponding field in Alchemer.
6. When complete, click "Save" to finalize the Integration.
Configuration: Update Zendesk Ticket
Before configuring this Zendesk Integration action you will need:
- Your Zendesk login
- Your Zendesk instance subdomain
- Fields in this survey that will contain the data used to look up the Zendesk ticket record.
- Fields in this survey that contain the data you want to use to update the Zendesk ticket.
1. Select "Update Zendesk Ticket".
2. Hit "Next" on the overview screen.
3. Connect your Zendesk account.
4. Select the field in this survey that you want to use to find the specific Zendesk ticket. Ticket ID will often make the most sense, but you can use any of the other fields listed in the drop-down list.
How to Create Fields in Alchemer
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Zendesk and used as Merge Codes in your survey.
5. Map fields in Alchemer to corresponding fields in Zendesk.
This will push the data from that survey field into Zendesk and update the corresponding field for the identified ticket.
Optional: Get Data Back About the Update Ticket Action
After a ticket update action occurs, data about the action is available for use in your survey. You can map this data back to fields in Alchemer.
For example, if there is an error in the action you can skip the rest of the survey questions for that respondent.
6. When complete, click "Save" to finalize the Integration.
Configuration: Update Zendesk User Record
Before configuring this Zendesk Integration action you will need:
- Your Zendesk login
- Your Zendesk instance subdomain
- Fields in this survey that will contain the data used to look up the Zendesk user record.
- Fields in this survey that contain the data you want to use to update the Zendesk user record.
1. Select "Update Zendesk User".
2. Hit "Next" on the overview screen.
3. Connect your Zendesk account.
4. Select the field in this survey that you want to use to find the specific user record in Zendesk. User Email will often make the most sense, but you can use any of the other fields listed in the drop-down list.
How to Create Fields in Alchemer
1. Add survey questions that when answered will provide the desired field. (Example: What is the customer email address?)
2. Create a container using a Hidden Value. These Hidden Values can then be mapped to fields in Zendesk and used as Merge Codes in your survey.
5. Map fields in Alchemer to corresponding fields in Zendesk. This will push the data from that survey field into Zendesk and update the corresponding field for the identified user.
Optional: Get Data Back About the User Update Action
After an Update Zendesk User action occurs, data about the action is available for use in your survey. You can map this data back to fields in Alchemer.
For example, if there is an error in the action you can skip the rest of the survey questions for that respondent.
6. When complete, click "Save" to finalize the Integration.
Monitoring a Zendesk Integration Action
A log of each run result can be found in Results > Individual Responses > Action Log.
Select an individual response and then navigate to the Action Log. In the Action Log you can monitor if the action was successful or not.
Example Use Case
Use Case: Personalize a Satisfaction Survey and Update User Records with the Survey Responses
In this example, we demonstrate how to personalize a Customer Support Satisfaction Survey, with user data from Zendesk, and then automatically update user records in Zendesk with the survey responses.
Integrating survey data from Alchemer into Zendesk provides your team with valuable context into customer preferences and satisfaction levels.
1. On the first page of your survey create containers, using Hidden Value Actions, for the following fields:
- User Name
- Any additional fields that you would like to use to personalize the survey.
2. On the next page of the survey, ask the customer for their email address.
3. Next, we want to pull in information into the survey for the user, identified by the provided email address. Create another page and add a new Zendesk Integration Action. Select "Get Zendesk User" as your action.
4. Authenticate with your Zendesk account, then map the "What is your email" question to the 'User Email' field in Zendesk.
5. Next, map the 'user name' field in Alchemer, and any other fields you created, to their corresponding fields in Zendesk. Save the integration.
6. Create another page and add your survey questions, using Merge Codes as placeholders for the user data that will be pulled in from Zendesk.
7. Finally, we want to pass the data from this survey response to the user record in Zendesk. Add another Zendesk integration action, this time "Update Zendesk User". Use the same email address question and map it to the 'User Email' field in Zendesk.
8. Finally, map the question, asking the user about their experience, to the 'Notes' field in Zendesk. Save the integration when done.
9. When you are ready, launch the survey. A log of each run result can be found in Results > Individual Responses > Action Log.
FAQs
1. The Integration Manager Permission is required to set-up and use the Zendesk Integration. If you don't have this permission you will see the following when trying to add the integration to a survey:
2. To check if you have this permission or grant this permission to someone on your team, go to the left-side product navigation and select the Account drop-down, then click on the user management tab.
3. Then select the Users tab under User Management.
4. Click your username or the username for another member of your team.
5. Scroll down to the Permissions section and check if the Integration Manager box is checked. If you are an admin you can check the box for other members of your team.
Alchemer is committed to continuously releasing updates and enhancements to our survey integrations. If you have specific use cases, questions, or just general feedback, we would love to hear it. Contact us here!
