To set up custom mappings for a survey:
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.
Once you create your condition, you can start creating your mapping.
You can create two types of mappings: an internal note mapping and a custom field 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.
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:
To edit a mapping:
To delete a mapping: