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Zendesk Event

Suite

Customer Experience Strategy & Research

Product

Qualtrics

What's on this page

About Zendesk Events

Zendesk events allow you to begin a workflow in Qualtrics based on events in Zendesk. This includes when a ticket requester or assignee is changed, or when a ticket field is modified. You can then use the data passed from Zendesk in subsequent workflow tasks.

Qtip: With Zendesk events, no additional configuration is necessary on the Zendesk side.

Setting up a Zendesk Event

Navigate to the Workflows tab of a project, or the stand-alone Workflows page.

creating a workflow from the standalone workflows page

Click Create a workflow.

Select Started when an event is received.

Choose the Zendesk event.

If you need to add a new Zendesk account, click Add user account.

choose account model has zendesk accounts listed to select

Qtip: You can connect to Zendesk via OAuth. Visit the linked section for step-by-step instructions.

Choose the Zendesk account to use. Your options include any Zendesk accounts you’ve previously connected to Qualtrics in addition to any brandwide accounts added by your Brand Administrator.

Click Next.

Select the fields that will be passed from Zendesk. These fields can be used in conditions and subsequent workflow tasks. You may choose multiple or Select all.

modal where you set up fields, triggers, and conditions for zendesk event

Qtip: You cannot modify the fields that appear here.

Select which triggers will start the workflow. You may choose multiple or even all triggers. Your options include:

Select All
Requester ID Change
Assignee ID Change
Organization ID Change
Status Change
Type Change
Priority Change
Group ID Change

If desired, build conditions for your Zendesk event. These conditions determine the criteria in Zendesk for the event to trigger. See Building Zendesk Conditions for more information.

Qtip: These conditions are conditions from Zendesk being set up within the task.

When finished, click Save.

If desired, add conditions to your workflow.

Qtip: These conditions are separate from the conditions you set up in your event. You may base your conditions here on your previous ticket fields that are listed in step 12.

Example: In this example, we have a condition for the ticket field “multiline” is not equal to “no”. This field is a custom field that can’t be used in the event conditions, but can be used in the conditions outside the event.

You can now choose the task that happens as a result of the event. See Defining Tasks for more information.

Building Zendesk Conditions

When setting up your Zendesk event, you can set conditions that determine when the event triggers. These conditions are represent conditions within Zendesk.

Example: Let’s say your Zendesk event is set up to trigger for ticket status changes. However, you don’t want the event to trigger for every ticket status change; you only want it to trigger when the status is changed to closed. You can set up conditions to trigger when “Status” “is” “closed.”

Choose a Ticket Field for the condition. This is a field from the Zendesk ticket. You may choose one of the following fields:

choosing a field to base the condition on

Requester ID
Assignee ID
Group ID
Organization ID
Subject
Current Tags
Ticket Share Channel
Status
Type
Priority

Choose the Operator or how the ticket’s value should be evaluated. Your options depend on the field that you selected earlier.

choosing the operator for the zendesk event condition

Qtip: The “value” operator corresponds to “changed to” meaning it only looks at the ticket’s new value. For example, if your condition is “status value closed” then the event will trigger if a ticket’s status is changed to closed.

Next, choose the Comparator or the ticket value to be compared against. Your options will depend on both the selected field and operator.

If needed, you can add multiple conditions to your event for more complex workflows. Click the three dot menu at either the top of the conditions, or to the right of an individual condition. You can then add another condition, or a condition set.

If you’ve added multiple conditions, you need to determine if All or Any of the conditions need to be true. See All vs. Any for an in-depth explanation.

choosing all or any for multiple conditions

Qtip: If you’ve added condition sets, each condition set will have its own all/any option for you to choose.

Example: Let’s break down the example from earlier. The condition’s ticket field is “Status” since we want to trigger based on the ticket status. Our operator is “is” since we only want tickets with one specific value. Our comparator is “closed” since that’s the status we’re interested in.

Setting up an OAuth Connection

OAuth connections allow you to connect you Qualtrics account to other instanced platforms, such as Zendesk, without directly providing your username and password. This authentication method is fast and easy to use.

Qtip: The steps below show how to add a user account during workflow setup. Brand Admins can also add an account from the Extensions page in Admin.

Click Add a user account.

inside the zendesk modal, clicking add a user account

Name this account. This will only appear internally.

modal where you name the account and paste in the subdomain

Add your Zendesk subdomain.

Example: If your subdomain is example-domain.zendesk.com, you'd enter example-subdomain.

Click Connect account.

Zendesk will open in a new tab. If you aren't logged in already, sign into your account.

Read the permissions and select Allow.

page where zendesk asks if you'd like to authorize Qualtrics to connect to your account for this workflow setup

You now have an account to select.

modal in Qualtrics with a list of authorized zendesk accounts to choose from

Click Next to continue building your workflow.

Qtip: If you get an error when trying to connect to an existing account, try Refresh account. You will be prompted to log into Zendesk and approve the Qualtrics connection again.

FAQs

Do I have access to all extensions available through the Workflows templates?

Access depends on your licensing and permissions. Reach out to your Brand Administrator and ask if your license has access to that extension.

Is there a link to all Workflows events and tasks?

See this support page for the basics of Qualtrics workflows. All events and tasks are linked from the support site menu you'll see to the left.

What are Workflows templates?

Workflows templates are collections of pre-assembled automated workflows so that users don’t have to build workflows from scratch. These templates are created by Qualtrics subject matter experts.

What are workflows? / Where are actions?

Actions have been renamed to workflows to better represent the product experience and to reflect how users engage with the product. See the Workflows Basic Overview page for more information about using workflows.

There are no changes to workflow functionality as part of this update.

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