Overview

Zendesk is a customer service and support platform used by organizations to manage customer interactions, support tickets, and user data.

Common uses for the Alchemer Zendesk integration

• Personalize invites and surveys with information in Zendesk
• Use Zendesk information in survey logic
• Automate data retrieval and updates between Alchemer and Zendesk
• Reduce manual data entry and record maintenance
• Keep Zendesk records synchronized with responses collected in Alchemer
• Automatically create and update Zendesk users and tickets from survey responses

What can the Alchemer Zendesk integration do?

• Get user
• Update user
• Get ticket
• Update ticket
• Create ticket
• Structured Response

You will need

• Zendesk account subdomain
• An Alchemer plan that includes integrations and the Integration Manager permission enabled.  
  • Contact us if you are unsure if your plan includes integrations.

Setup Alchemer Zendesk integration in surveys

Zendesk | Get Zendesk user

You will need:

• Zendesk account subdomain
• Survey fields containing a unique identifier for the user

Configure the action

1. Open your survey in Survey builder.
2. Select Add New: Action.
3. In the Add Action modal, scroll to the Integrations section.
4. Select Zendesk.
5. Select Zendesk | Get Zendesk user.
6. Zendesk | Authentication: Select an existing authentication or create a new authentication.
7. Zendesk | Find user: Select the survey field containing the lookup value.
8. Zendesk | Get data back: Select the Zendesk user fields you want returned.
9. Save the action.

Status codes

• 200: A single record was successfully found
• 201: More than one record was found. The first record is used for the values returned to Alchemer
• 202: Query ran successfully, but no records were found
• 400: The external integration returned an error

Zendesk | Update Zendesk user

You will need:

• Zendesk account subdomain
• Survey fields containing the identifier for the user

Configure the action

1. Open your survey in Survey builder.
2. Select Add New: Action.
3. Select Zendesk.
4. Select Zendesk | Update Zendesk user.
5. Zendesk | Authentication: Select an existing authentication or create a new authentication.
6. Zendesk | Find user: Select the fields in this workflow that contain the values you want to use to find the specific user record in Zendesk.
7. Zendesk | Update user with survey data: Fields in this survey that you would like to use to update the Zendesk user field.
8. Zendesk | Get data back: Select the fields you want to get back.
9. Save the action.

Status codes

• 200: A single record was successfully found
• 400: The external integration returned an error

Zendesk | Get Zendesk ticket

You will need:

• Zendesk account subdomain
• Survey fields containing ticket identifier

Configure the action

1. Open your survey in Survey builder.
2. Select Add New: Action.
3. Select Zendesk.
4. Select Zendesk | Get ticket
5. Zendesk | Authentication: Select an existing authentication or create a new authentication.
6. Zendesk | Find ticket: Select the fields in this survey that contain the values you want to use to find the specific ticket record in Zendesk.
7. Zendesk | Get data back: Select the fields you want to get back.
8. Save

Status codes

• 200: A single record was successfully found.
• 201: More than one record was found. The first record is used for the values returned to Alchemer
• 202: Query ran successfully, but no records were found
• 400: The external integration returned an error

Zendesk | Update Zendesk ticket

Configure the action

1. Open your survey in Survey builder.
2. Select Add New: Action.
3. Select Zendesk.
4. Select Zendesk | Update ticket
5. Zendesk | Authentication: Select an existing authentication or create a new authentication.
6. Zendesk | Find ticket: Select the fields in this survey that contain the values you want to use to find the specific ticket record in Zendesk.
7. Zendesk | Update ticket with survey data: Fields in this survey that you would like to use to update the Zendesk ticket field
8. Zendesk | Get data back: Select the fields you want to get back.
9. Save the action.

Status codes

• 200: Successfully updated ticket
• 201: Query ran successfully but no tickets were found
• 202: Multiple tickets were found. Please update your query to only return 1 ticket
• 400: The external integration returned an error

Zendesk | Create ticket

Configure the action

1. Open your survey in Survey builder.
2. Select Add New: Action.
3. Select Zendesk.
4. Select Zendesk | Create ticket
5. Zendesk | Authentication: Select an existing authentication or create a new authentication.
6. Zendesk | Create ticket: Select the fields in this survey that contain the values you want to use to create the ticket in Zendesk.
7. Zendesk | Get data back: Select the fields that you would like to get back
8. Save the action.

Status codes

• 200: Success
• 201: No data found
• 202: Multiple rows found
• 400: The external integration returned an error

Testing and Troubleshooting

Testing and Validation

How to test

• Submit a survey response
• Verify results in Zendesk

How to verify results

• Check Zendesk records

Monitoring Integration Activity

• Go to Results → Individual Responses
• Open Action Log

Troubleshooting

• Check authentication
• Validate fields
• Review API errors

FAQs