Learn How to Integrate Zoho Survey With Zendesk - Online Help Guide

Zendesk

Zoho Survey's integration with Zendesk helps gather the information you need to improve your customer service and build better customer relationships. The integration syncs all of your Zoho Survey account data with Zendesk's, importing your mailing lists so that you can easily start sending them as campaigns. 

To install the Zoho Survey app in your Zendesk account: 

  1. Log on to your Zendesk account. 
  2. Search for Zoho Survey in the Zendesk marketplace
  3. Click Zoho Survey
  4. Click Install
     
  5. Click Install. Zoho Survey will be installed in your Zendesk account. The app will be placed on the left pane for ease of use.   
  6. Type a name in the Title field. 
  7. Click Enable role restrictions? and select roles that can access your app. 
  8. Click Enable group restrictions? and select groups that can access your app. 
  9. Click Install.

  10. Click the app to open. 

  11. Click Authorize
  12. Click Allow to allow Zoho Survey to read and write all Zendesk user data. 

To send a survey to your event attendees: 

  1. Log on to your survey app using your Zoho Corp account. If you don't have a Zoho Corp account already, sign up to use the app. 
  2. Click Let's Start after opening the Zoho Survey app. 
  3. Select the survey you want to send in the  Select a Survey  dropdown list. If you haven't created any surveys yet, click Create a New Survey or select a survey from one of our pre-built templates
  4. Select a collector in the Collector dropdown list. 
  5. Click Next
  6. Select your recipients in the Select your recipient dropdown list. The recipient list is categorized based on the users' attending status and ticket type. If you haven't yet added any attendee email addresses, please add them and refresh the page to proceed. 
  7. Click Next
  8. Type a subject in the Subject field. 
  9. Click or hover over the email template and click    to edit the default email template or click edit template in the top right corner. If the first question is NPS, Star Rating, or Multiple Choice, the first question will be embedded in your email distribution. This will replace the Begin Survey button with a link to your survey. 
    Edit email template 
  10. Make edits to the title of the email template, if any, in the  Title name  box. If you do not make any changes to the title, it will take the name of the survey by default. 
  11. Click Background color and Font color palettes in the Header section to adjust them in the template. 
  12. In the Button name field, make edits to the button name, if required. 
  13. In the Button URL field, click + Add Parameter, to insert respondent variable from Eventbrite into your survey. 
    1. Type name, if, for example, you want to track the respondent's name. 
    2. Click the Select value  dropdown and select either first name or last name. 
    3. Click OK. Similarly, you can also insert a direct value as a respondent variable. For example, type 'Organization' and in Select value, click param-value and enter "XYZ Inc". Make sure you have the corresponding custom variable for 'organization' created in survey. 
  14. Click Background color, and Font color palettes in the Button section to adjust them in the button name. 
  15. Select whether you want to show the default 'powered by Zoho Survey' option. 
  16. Click Save
  17. Click Send to distribute your survey through email. You can also save a draft version and send it later. 
Note: You can add up to 1000 email addresses per batch in an email campaign i.e. you can send 1000 emails at a time.

To schedule an email invite or a reminder:

You can now automate an email distribution invite or a reminder to be sent out at a time you decide. Learn more about it here.

To track your survey:

  1. Click the survey you want to track from the list of published surveys. 
  2. Click Overview to view the following details.
    1. Invites - Displays the details of how many of your respondents have opened your invite, how many are yet to open it, if any email has been scheduled or bounced, or if someone has unsubscribed from your invite. 
    2. Responses - Displays the total number of responses, and the details of completed, partial, and disqualified responses. 
    3. Invite History - Displays the date and other details of each invite. Click View for a detailed history. 
      Email distribution overview
  3. Click Recipients to see the following details.
    1. Search Recipients - Search for a recipient by using keywords. 
    2. Email - Displays email addresses of the email invitees. 
    3. Sent - Displays whether your invite has been sent. 
    4. Responded - Displays the response status of your survey. If they have responded, click View Response. It will take you to the reports section where you can see detailed response details. You will also be able to track the respondent variables applied here. 
    5. Filter - Filter your recipients based on various parameters. 
      email distribution recipients

To edit the email invite:

  1. Click or hover over the email template and click    to edit the default email template or click edit template in the top right corner. If the first question is NPS, Star Rating, or Multiple Choice, the first question will be embedded in your email distribution. This will replace the  Begin Survey  button with a link to your survey. 
    Edit email template
  2. Make edits to the title of the email template, if any, in the Title name box. If you do not make any changes to the title, it will take the name of the survey by default. 
  3. Click Background color and Font color palettes in the Header section to adjust them in the template. 
  4. In the Button name field, make edits to the button name, if required. 
  5. In the Button URL field, click  + Add Parameter, to insert respondent variable from Zendesk into your survey.
  6. Type name, if, for example, you want to track the respondent's name. 
  7. Click the Select value  dropdown and select either first name or last name. 
  8. Click OK. Similarly, you can also insert a direct value as a respondent variable. For example, type 'Organization' and in Select value, click param-value and enter "XYZ Inc". Make sure you have the corresponding custom variable for 'organization' created in survey.
  9. Click Background color, and Font color palettes in the Button section to adjust them in the button name. 
  10. Select whether you want to show the default 'powered by Zoho Survey' option. 
  11. Click Save
  12. Click Send to distribute your survey through email. You can also save a draft version and send it later. 
Note: You can add up to 1000 email addresses per batch in an email campaign i.e. you can send 1000 emails at a time.

To search if a Zendesk contact has answered your survey:

Click Recipients and select Search Recipients
email distribution recipients

To filter your recipients:

You can filter your recipients based on the following parameters: 
  1. All recipients 
  2. No responses 
  3. Partial responses 
  4. Complete responses 
  5. Disqualified responses 
  6. Opened 
  7. Unopened 
  8. Unsubscribed 
  9. Bounced 
  10. Not sent 
  11. Failed
email distribution recipients

To remove Zoho Survey from your Zendesk account:

  1. Log on to your survey app within Zendesk.
  2. Click the Remove Integration icon on the top right corner of the home page.


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