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Zendesk connection

Create or update support tickets in Zendesk from survey responses. Automatically turn feedback into actionable support requests.

Overview

The Zendesk connection creates a new support ticket for each survey response. You map survey questions to ticket fields and can set fixed values for properties like priority, status, and type. With lookup support, you can update existing tickets instead of creating duplicates.

Prerequisites

  • A Zendesk account

  • A survey with at least one question

Setup

Step 1: Connect your Zendesk account

Select an existing connected Zendesk account or click Connect an account to authenticate with Zendesk via OAuth.

Step 2: Configure fields and set trigger rules

Set fixed values for ticket properties and map your survey questions to ticket fields. Optionally set a lookup field to update existing tickets instead of always creating new ones. Then choose which response statuses trigger the sync: Complete, Disqualified, or Over Quota. You can also add conditions to filter which responses are sent.

Field mapping

Each survey question can be mapped to a Zendesk ticket field. Common system fields include:

  • Subject — The ticket title

  • Description — The ticket body, added as the first comment

  • Priority — Low, Normal, High, or Urgent

  • Status — New, Open, Pending, Hold, Solved, or Closed

  • Type — Incident, Problem, Question, or Task

  • Tags — Labels for categorizing and routing tickets

  • External ID — A unique identifier, often used as the lookup field

You can also map to custom ticket fields if you've set them up in Zendesk. Fixed values and mapped values work together. For example, set a fixed priority of "High" while mapping the subject and description from survey questions.

Lookup field

When you set a lookup field, Centiment searches for an existing ticket where that field matches the mapped survey answer. The External ID field is commonly used for this. If a match is found, the ticket is updated. If no match is found, a new ticket is created.

Backfill

When first enabled, existing responses that match your trigger rules are automatically synced to Zendesk.

Good to know

  • Custom fields in Zendesk use numeric IDs. Centiment handles this automatically. You just select the field by name during mapping.
  • Make sure your Zendesk account has permission to create and update tickets, or syncs will fail.