Zendesk is a web-based helpdesk. In Medallia Agile Research, you can automatically create a Zendesk ticket based on a survey response using a survey notification.

There are several uses for this action. For example, you could ask respondents in surveys if they would like to be contacted and, if so, have a ticket created in Zendesk so that your customer support staff can call them. Another example might be if respondents indicate that they are unhappy or are planning to stop using your services, you could have a ticket created so that someone in your organization contacts them.

To set this up, complete the following steps:

1. Open your survey.

2. Select Settings > Notifications.

3. Click Create notification.

4. Enter your conditions. Then select Create Zendesk ticket from the Perform this action dropdown.

   

5. In the fields that appear, enter your Zendesk subdomain: https://-{subdomain}.zendesk.com
6. Enter your Zendesk username.
7. Enter your Zendesk API token. You can find this in Zendesk in Admin > Channels > API.

   

8. Enter the subject of the ticket.

9. Optionally, enter the requester name and email. You can use variables for these fields.
10. Enter a Ticket Id. This field only needs to be filled out when you wish to update an existing Zendesk ticket. If you leave this field empty, a new ticket will be created every time this notification is triggered. You can use a variable so that this field is personalized per respondent.
    Tip: Create a hidden first question in your survey and use

    parameters

    to automatically capture the ticket Id when

    sending out your survey via Zendesk.vThen you can use the variable $$$Quest1$$$ to add this ticket Id to tht notification and update the ticket the survey was sent out for/

11. Select whether you want to add a public comment or not. Public comments are visible to the requester and private ones are not. Add the comment text.

    

12. Click Save.

Test the notification by previewing the survey. Remember to delete the test ticket that is created.