Zoho Survey Extension - Zoho Desk Knowledgebase

Zoho Survey Extension for Zoho Desk

The support desk is an indispensable part of any organization. Not only do they attend and resolve customer issues, but they help better the relationship between the company and its customers. But how do you ensure that you are carefully monitoring your customer support and making sure that they are top-notch? You survey your customers.
The Zoho Survey extension for Zoho Desk helps you gather the information you need to improve your customer service. You can create surveys and send them out to your requestors to learn about how your tech support engineers are performing. Also, you can ask for ratings at every reply or just once after the ticket is closed. So start surveying with the Zoho Survey extension and get a better idea of how to deliver more happiness in every ticket.

Key Features
Here are some of the key benefits of the extension:
  1. Create custom surveys or select from over 200+ templates to be sent to your requestors through Zoho Desk.
  2. Send branded surveys by mapping departments within Zoho Desk to related survey templates in Zoho Survey.
  3. Choose to ask for ratings at every reply, or just once after closing the ticket.
  4. Gain insight from your customer's survey responses directly on the ticket. Admins can use department-wise survey reports to monitor how individual agents are performing.

Installing the Extension
The Zoho Survey extension can be installed from the Zoho Marketplace or your Zoho Desk account.
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'Zoho Survey' in the search bar on the right-hand side of the screen.
  5. Select the Zoho Survey extension and click Install.
  6. Click Continue on the Use of Personal Details window.
  7. Click Install on the Confirm Installation window.
    You will land on the General Settings page.
  8. Select the Profiles and Departments whose agents can access the extension in Zoho Desk.
  9. Agree to the Terms of Use and click Install.
    The extension will be installed for the specified profiles and departments.
  10. Click Authorize in the pop-up window to activate the extension.
  11. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
    You will land on the 
    Preference page.

  12. On the Preference page, do the following:
    1. Select the Zoho Survey Portal that you want to integrate with.
    2. Map the Survey Templates under the chosen portal with your departments in Desk.
      Note: You can map a maximum of 20 templates to one department.
    3. Click Save.
  13. Voila! Zoho Survey extension will be ready for use.

Creating Survey Link for Email Templates
Sending out survey links on email is the fastest and most versatile way to distribute your survey and collect responses. The Zoho Survey extension allows you to generate survey links that can then be shared over email templates in your help desk. These links are customized to include variables like the requestor's email, ticket ID, and agent name so that you can track individual responses.

To create a survey link:
  1. On the Zoho Survey extension details page—Preference tab, click Get Survey Link.
    This opens the
    Get Survey Link window.

  2. Select the department and their corresponding survey for which you want to get the link.
    Note: Only the departments enabled for collecting surveys, and their mapped surveys are displayed here.
  3. Click Copy to copy the URL that's generated to your clipboard.
  4. You can now paste the survey URL in the email templates of its respective department.

Sending Survey Links through Tickets
  1. Click Tickets from the menu bar and open a ticket.
  2. Click the Extensions icon (  ) on the right side of the ticket's detail page.
    The Zoho Survey widget will be loaded in the right panel.

  3. All the surveys from the configured Zoho Survey account will be listed.
  4. Click the ( + ) icon corresponding to the survey template you want to send over the ticket.
  5. The survey link will be inserted into the ticket's editor window.

  6. Click Send or Send and Close to send the survey link to the requestor.

Viewing Survey Reports in Zoho Desk
The survey responses from Zoho Survey can be viewed from two different locations in Zoho Desk - the top band and the Ticket Detail subtab.

Viewing Reports from the Top Band
You can get a holistic view of the survey responses from the top band of Zoho Desk. There are two types of reports available. namely:
  1. Agent Based Report: View responses by agents and survey templates
  2. Contact Based Report: View responses by contacts and survey templates

To access this report:
  1. Click on the (  ) icon in the top band (menu bar).
  2. Under Extensions, click Zoho Survey Report in the drop-down menu.
  3. Under Zoho Survey Report, a summary of survey responses will be listed.
    You can switch between the contact-based report and agent-based report as needed.

Viewing Reports in a Ticket's Detail Page
You can view a summary of survey responses received for the ticket.

To access this report:
  1. Click Tickets in the top band (menu bar).
  2. Open a ticket from the list.
  3. Click on the (  ) icon located in the subtab of a ticket's detail page.
  4. Under Zoho Survey Report, select a survey template to view a summary of responses received through it.

Uninstalling the Extension
You can uninstall the Zoho Survey for Zoho Desk extension at any time. Once uninstalled, your agents cannot send survey templates from inside support tickets.

To uninstall the extension:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click All under Marketplace.
  3. In the Marketplace page, select the Installed Extensions tab.
  4. Choose Zoho Survey for Zoho Desk from the list of extensions.
  5. Click the More Actions icon (  ) at the upper-right corner of the Zoho Survey for Zoho Desk extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.

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