Zendesk Custom Mapping

Before You Start
Setting up Zendesk Custom Mappings
Editing Mappings
Deleting Mappings

Essentials feature: Available on Essentials, Pro, and Ultimate plans.

Zendesk Automation and our Quick Launch setups in GetFeedback Direct let you add custom mappings to your survey to sync results back to Zendesk tickets.

Before You Start

Make sure to add a Zendesk connection and set up automated emails for the survey. If you use a Quick Launch setup, we create your connection and automation for you.
Custom mappings default to your survey’s live Zendesk connection. To change the connection, go to your survey and select Settings.

Setting up Zendesk Custom Mappings

If a Zendesk ticket is Closed, we can’t map survey responses back to it. When setting up Zendesk Automation, we recommend that you set survey access to end before the ticket closes.

To set up custom mappings for a survey:

Create or open the survey you have connected to Zendesk.
If you want to map an existing survey to Zendesk, your survey needs to have at least 2 test responses submitted. If you create a new survey, you don’t need to have any responses yet.
In the left sidebar, select Mappings > Zendesk Custom Mappings.
Select New Mapping.
Select your mapping type: either Add survey response as internal note or Update custom field on ticket.

Syncing Data When Conditions Match

Add conditions to only map responses when an answer or custom variable matches a condition. For example, choose to only map responses when someone selects Very Unsatisfied for a CSAT question.

To map all responses to Zendesk, select every time a response is received.
To choose when to map responses:
1. To only map responses that meet conditions, select only when conditions are met.
2. Select the survey data to base your condition on: an answer or a custom variable.
3. Set up your condition.

Once you create your condition, you can start creating your mapping.

Creating a Mapping

You can create two types of mappings: an internal note mapping and a custom field mapping.

Internal Note Mapping

Post a summary of the survey response to the ticket as an internal note in the comments thread. Internal note mapping can help you quickly view customer responses and is helpful even if you use custom mappings.

To map survey responses to Zendesk as an internal note, select Add survey response as internal note. Then, select Save Mapping.

Custom Field Mapping

Map survey responses to custom ticket fields on the Zendesk ticket.

You can map answers to a question or custom data to custom ticket fields. Custom data is extra information that you can add to your tickets, such as the survey language or the region you sent it to.

If you use Zendesk Explore, use custom field mapping so you can analyze data and share reports in Zendesk.

To map answers to custom fields:

For Mapping type, select Update ticket fields.
(Optional) Add any conditions for your mapping.
In the table, select Add data and field.
For Survey data, select Answer to question or Custom data.
Enter your custom data, or select the question to map responses from.
For Custom field, select the field you want to map answers to. We show compatible fields at the top of the list. Learn more about compatible Zendesk fields
If you map to a multi-select or dropdown field in Zendesk, match the answer choices to the corresponding Zendesk field values.
Select Done.
When you’re done creating mappings, select Save in the top right corner.

Editing Mappings

To edit a mapping:

From your survey, select Mappings > Zendesk Custom Mappings.
Find your mapping in the table, then select the three dots.
Select Edit.
Update your mapping, then select Done.

Deleting Mappings

To delete a mapping:

From your survey, select Mappings > Zendesk Custom Mappings.
Find your mapping in the table, then select the three dots.
Select Delete.
At the confirmation, select Delete.

Sharing and Transferring Surveys

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