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📨 Sending Response Data Back To Zendesk

Davis Van Luven
Updated

This article explains how to send AskNicely response data back to your Zendesk instance using one of three supported methods:

  • Create Zendesk tickets for every response

  • Create tickets only for responses with specific field values

  • Update existing Zendesk tickets based on AskNicely responses

✉️ Option 1: Create Zendesk Tickets for Every Response

Use this option to create a new Zendesk ticket automatically every time a response is received in AskNicely.

🔧 Setup Instructions

  1. Navigate to App Store > Search “Zendesk” > Open Zendesk Integration

  2. If not already completed, follow the setup instructions in one or both of these articles:

  3. Scroll to the Create Ticket on Customer Response section.

  4. In Zendesk, go to Settings (⚙️ icon) > API

  5. Enable Token Access (checkbox)

  6. Click Add new token, name it, and copy the API token.

  7. Back in AskNicely:

    • Paste the API token

    • Use your Zendesk login email address

    • Choose which response types should trigger tickets:

      • Passive

      • Promoter

      • Detractor

      • Include blank comments

  8. Click Set Up

⚙️ Option 2: Create Tickets Based on Specific Field Values

This method creates Zendesk tickets only when responses match certain filter rules (e.g. low score + specific product).

🔧 Setup Instructions

  1. Complete Option 1 setup, but leave all response type boxes blank

  2. Go to Workflows (⚡️icon) > Actions tab

  3. Open the workflow named “Create Zendesk Ticket”

  4. Name the workflow descriptively (e.g. “Create Ticket for Detractors in District A”)

  5. Set the Trigger Type:

    • Automatic: create tickets as soon as responses match rules

    • Manual: enable triggering from within the Response page

  6. Click Add a rule to define field values that should trigger this workflow

  7. Configure Zendesk ticket details:

    • Subject: This becomes the Zendesk ticket subject

    • Zendesk Tags: Add any desired tags

    • Toggle on and map the following fields as needed (you may need to add fields to Zendesk ahead of time):

      • Response Rating

      • Comment

      • Additional Questions

    • Use “Template Formatting” variables (left side of page) to personalize field data

  8. Click Save Workflow

  9. Go back to the Workflow list and enable your new Zendesk Workflow

🔄 Option 3: Update Existing Zendesk Tickets When Response is Received

This method updates a pre-existing Zendesk ticket (triggered by Zendesk) when a corresponding AskNicely response is received.

ℹ️ Note: This works only when the original survey was triggered via Zendesk.

🔧 Setup Instructions

  1. Complete Option 1 setup, but leave all response type boxes blank

  2. Go to Workflows (⚡️icon) > Actions tab

  3. Open the workflow named “Update Zendesk Ticket”

  4. Name the workflow descriptively (e.g. “Update Case with NPS Response”)

  5. Choose trigger type:

    • Automatic: run automatically when response matches rules

    • Manual: run from within the Response page

  6. Click Add a rule to define when this workflow should run

  7. Add your updates:

    • Create a Private Comment: this comment is posted privately in Zendesk

      • Enter the fields you would like to populate in the comment/note on the ticket. Alternatively, if no fields are specified the system will default to the following data, see image below: 

    • Add a Tag: predefined tag to attach to the ticket

    • Toggle on and map response rating, comment, or other fields

    • Use “Template Formatting” to dynamically populate values

  8. Click Save Workflow

  9. Return to the Workflow list and enable the new update workflow

🙋 Need Help?

If you run into any trouble connecting Zendesk or building your workflows, please reach out to support@asknice.ly. Our team is happy to assist!

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