Zendesk Integration

In this article
Use the SurveyMonkey App to Send Surveys to a Customer List
Sending a Survey and Mapping Responses
Adding SurveyMonkey to an Automated Zendesk Email

SurveyMonkey's integration with Zendesk lets you send SurveyMonkey surveys to your Zendesk customers. If you're a Zendesk Administrator, you can also use the integration to save survey data in custom fields on contacts.

The SurveyMonkey Zendesk integration allows you to:

Select a list of customers from Zendesk to survey based on filters you define
Select an existing survey, or a template
Send a composed email with a survey link from within Zendesk

Install the integration from our App Directory

Install the SurveyMonkey App

To install the SurveyMonkey app:

Log into Zendesk.
Click the Admin icon in the navigation bar.
Under Apps, click Browse. Find and click the SurveyMonkey app.
On the SurveyMonkey app page, click Install app in the upper right corner.
On the installation page, click Log in with SurveyMonkey.
Follow the on-screen instructions to authenticate the request.
Click Install.
When the installation is complete, refresh Zendesk to see the SurveyMonkey icon in the left-hand navigation bar.

You can limit which agents see this app by clicking Enable role restrictions? and selecting the appropriate role.

Sending a Survey and Mapping Responses

Only Zendesk Administrators can map survey data to contact fields. Agents do not have access to this feature.

Zendesk Agents and Administrators can quickly send surveys to any customer list.

To send a survey:

Click on the integration in your Zendesk menu, select a list to send your survey to.
Select the survey you'd like to send by clicking on it's title in the table and clicking Next at the bottom of the table.
If you're an admin, you'll be given the option to sync your survey with your contacts. This step lets you store all or part of the survey response in Zendesk as custom fields for users. Zendesk will store the most recent responses for customers who take your survey more than once. There are two ways you can choose to map:
- Sync All: Select this option if you'd like to store the entire response on your contacts. This option automatically create custom fields for each question when the first response comes into your survey.
- Sync Partial: Select this option if you'd like to store on part of your surveys response on your contacts. This option let's you choose individual survey fields and select which custom user fields you'd like to use to store them in. To use partial syncing you'll need to have your custom fields setup before you start the mapping process.
Click Skip Mapping to skip this step.
The preview step shows you a preview of your email invitation. You can click Edit to edit the html of your invitation in SurveyMonkey. If the email looks good to you, click Send Email to send your survey.

Adding SurveyMonkey to an Automated Zendesk Email

You can use SurveyMonkey and Zendesk together to trigger instant feedback with SurveyMonkey customer satisfaction surveys.

Automatically Send a Survey When a Ticket is Solved

To send a SurveyMonkey survey to Zendesk customers when their ticket has been marked as Solved:

In SurveyMonkey, create a customer satisfaction survey or use one of our pre-written templates.
Create a web link collector. This will generate a survey link that you can include in your Zendesk notification email to customers.
Log into Zendesk. Open the Admin center.
In the left-hand rail, under BUSINESS RULES, click Triggers.
Next to "Notify requester of solved request", click edit.
Configure the conditions under which you would like the notification to be sent to customers.
In the "Perform these actions:" section, you can customize the body of the email that will be sent to customers when the above conditions are met. Paste your SurveyMonkey web link URL into the Email body and customize the message to meet your needs.

TIP: Use Zendesk's placeholders to append Custom Variables to the end of your survey link. This will allow you to pass data about the respondent from Zendesk into the contact's SurveyMonkey response.

SurveyMonkey for Salesforce: Managed Package

SurveyMonkey for Salesforce: Lightning Flows and Components

Getting Started with SurveyMonkey for Salesforce

SurveyMonkey

Zendesk Integration

Install the SurveyMonkey App

Sending a Survey and Mapping Responses

Adding SurveyMonkey to an Automated Zendesk Email

Automatically Send a Survey When a Ticket is Solved

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