Zendesk Extension

About the Zendesk Extension

Actions triggered in Qualtrics can create Zendesk tickets. Maybe you’re interested in flagging low NPS ratings to your Customer Success team; maybe you want to build a Qualtrics survey where people can reach out to your support team. You can do all this and more by using the Actions tab of your survey.

This extension is with Zendesk Support. We currently do not integrate with Zendesk Chat, Zendesk Talk, or Zendesk Sell.

Setting Up a Zendesk Task

1. Navigate to the Actions tab of a survey or the global Actions page.
   
2. Click Create an action.
3. Choose whether you want your action to be Scheduled or Event-based. See Scheduled Actions vs. Event-based Actions for more information about each option.
4. Set up the event for your action (if event-based) or determine the schedule (if scheduled).
   
5. Click the plus sign ( + ) and then Conditions to add conditions to your action. Conditions determine under what circumstances the action runs. See Creating Conditions for more information.
6. Click the plus sign ( + ) and then Task.
7. Select Zendesk.
   
8. Choose the task you’d like to complete in Zendesk.
   You may choose one of the following:
   • Create Profile
   • Create Record
   • Create Ticket
   • Update Profile
   • Update Record
   • Update Ticket
9. Click Next.
10. Select the Zendesk account in which the task should happen. You can select any accounts you’ve previously connected or any accounts a Brand Administrator has set up in the brand’s Extensions.
11. If you’d like to connect to a new Zendesk account, click Add user account.
    Qtip: After clicking “Add user account,” you’ll see a screen to enter the account name, username, and password. The account name should be an easily recognizable name so you can identify it in the future.
    
    Qtip: You can edit your connected account’s name by clicking the pencil icon in the account selection window. To disconnect your account, click the trash can icon. Be careful when deleting accounts, as any plugins using this account will no longer work.
12. Click Next.
13. Finish setting up your Zendesk Task. The remainder of the setup depends on your selected task. See the below sections for more information on setting up each task.

Creating a Zendesk Profile

1. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
2. Enter the Source. This is the product associated with the profile, e.g., Qualtrics, Salesforce).
   Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
3. Specify the Type of the profile, e.g., customer, visitor, etc.
4. Enter the Email Identifier. This is the email address associated with the profile.
5. Click Add Field to insert additional fields. Your options include:
   • Name: The name of the person the profile is for.
   • Phone Number Identifier: The phone number associated with the profile.
   • Facebook Identifier: The Facebook username associated with the profile.
   • Twitter Identifier: The Twitter username associated with the profile.
   • Attribute name: A custom attribute for the profile. Enter the name and value for the custom attribute. You can add multiple attributes.
6. Click the minus sign (–) next to a field to remove it.
7. Click Save.

Creating a Zendesk Record

1. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
2. Enter the Record type. This is the name of the custom object when it was created.
   Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
3. Click Add Field to add additional fields. You can add the following:
   • Record attribute: This is a custom field for the record. Enter the name of the attribute and the value for the attribute.
4. Click the minus sign (–) next to a field to remove it.
5. Click Save.

Creating a Zendesk Ticket

1. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
2. Type the Comment Body which will be the what’s entered into the ticket body.
   Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
3. Click Add Field to add additional fields. Your options include:
   • Requester ID: The ID of the user to be set as the requester on the ticket.
     Qtip: Contact Zendesk support if you need help finding IDs.
   • Public: Select True to make the comment public and False to make it private.
   • Tags: Tags allow you to add extra information to your tickets to be used in Zendesk. Enter your tags as a comma separated list in quotes. E.g., “Salesforce”, “360”.
   • Assignee Email: The email address of the person assigned to the ticket
   • Assignee ID: The ID of the user to be set as the assignee on the ticket.
   • Priority: The priority of the ticket. Values include Low, Normal, High, and Urgent.
   • Status: The ticket’s status. Values include New, Open, Pending, Hold, Solved, Closed
   • Subject: The subject of the ticket; usually this is the subject line of the support request.
   • Description: Enter a description to be on the ticket; usually this is the text of the support request.
   • Custom Field: This is a custom field you’ve created in Zendesk. You can add multiple custom fields. You’ll need to enter the Numeric ID of the field.
4. Click the minus sign (–) next to a field to remove it.
5. Click Save.

Updating a Zendesk Profile

1. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
2. Enter the Source. This is the product associated with the profile, e.g., Qualtrics, Salesforce).
   Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
3. Specify the Type of the profile, e.g., customer, visitor, etc.
4. Enter the Email Identifier. This is the email address associated with the profile.
5. Click Add Field to insert additional fields. Your options include:
   • Name: The name of the person the profile is for.
   • Phone Number Identifier: The phone number associated with the profile.
   • Facebook Identifier: The Facebook username associated with the profile.
   • Twitter Identifier: The Twitter username associated with the profile.
   • Attribute name: A custom attribute for the profile. Enter the name and value for the custom attribute. You can add multiple attributes.
6. Click the minus sign (–) next to a field to remove it.
7. Click Save.

Updating a Zendesk Record

1. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
2. Enter the Record type. This is the name of the custom object when it was created.
   Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
3. Enter the Record ID. This is one of the values for the custom object when it’s initially created.
   Qtip: Contact Zendesk support if you need help finding IDs.
4. Click Add Field to add additional fields. You can add the following:
   • Record attribute: This is a custom field for the record. Enter the name of the attribute and the value for the attribute.
5. Click the minus sign (–) next to a field to remove it.
6. Click Save.

Updating a Zendesk Ticket

1. Enter the Ticket ID of the ticket to be updated.
   Qtip: Contact Zendesk support if you need help finding IDs.
2. Enter your Zendesk Subdomain. If you log in to Zendesk at yourcompany.zendesk.com, then you would enter yourcompany in this field.
3. Click Add Field to add additional fields. Your options include:
   • Comment Body: The body of the ticket.
     Qtip: Click the {a} icon to insert Piped Text for your field values. This is useful if the survey response triggering the task contains information to be used in the ticket.
   • Requester ID: The ID of the user to be set as the requester on the ticket.
   • Public: Select True to make the comment public and False to make it private.
   • Tags: Tags allow you to add extra information to your tickets to be used in Zendesk. Enter your tags as a comma separated list in quotes. E.g., “Salesforce”, “360”
   • Assignee Email: The email address of the person assigned to the ticket
   • Assignee ID: The ID of the user to be set as the assignee on the ticket.Priority: The priority of the ticket. Values include Low, Normal, High, and Urgent.
   • Status: The ticket’s status. Values include New, Open, Pending, Hold, Solved, Closed
   • Subject: The subject of the ticket; usually this is the subject line of the support request.
   • Description: Enter a description to be on the ticket; usually this is the text of the support request.
   • Custom Field: This is a custom field you’ve created in Zendesk. You can add multiple custom fields. You’ll need to enter the Numeric ID of the field.
4. Click the minus sign (–) next to a field to remove it.
5. Click Save.