Goal: Use Zendesk's "URL Target" and "Trigger" functionalities to send surveys upon Zendesk status changes.

Prerequisites: Customize Your Survey so when this integration is enabled, the "look and feel" of the surveys that will start being sent immediately will be right. You will also need Zendesk "Admin" rights - you may need to rope in an IT or Zendesk Data Analyst resource for certain steps.

Setting Up Your Zendesk Integration

We have created a function that enables you to create a URL Target and a Trigger in Zendesk that will automatically fire off an AskNicely survey when a case's Status changes in Zendesk. Aren't computers amazing?

Something to know up front: messages triggered by Zendesk will obey your Global Contact Rules that are set on the Send page, .

Here's how to set it up:

1. Log into your AskNicely account.

2. Click App Store > Integrate > Zendesk > Configure

3. The screen below should appear. You'll need the info on this page in a moment, so open a new tab in your browser.

4. Now, log into Zendesk.

5. Click on Settings > Extensions > Add Target > URL Target.

6. Go back to your AskNicely tab and insert the information from your AskNicely page into the URL Target, as seen below. 

7. Once you've included your AskNicely login, then hit the "Submit" button for "Test target". You should see this message: 

8. Head back to AskNicely and go to the People page.

9. You should now see that this "Public" record appears on the page. This shows us that the URL Target is working! 

10. Go back in to Zendesk > Settings - we will now set up a new Trigger to go with the URL Target set up.

11. Create the trigger name (you can vary the name based on the criteria you want and/or the segment name you create to go with it - more on this later) and enter a description if you'd like.


12. Use the Conditions section to set rules based on how your team utilizes Zendesk - in this example, it is set to trigger when a ticket status is solved.


13. Lastly, we'll set up the Notifications: in the "Perform These Actions" section, match the dropdowns and the Message to the image below. Use the dropdown to select the Target you created in Step 6.

Note: You can have different URL Targets based on different segments and criteria - you will need to set up separate Triggers for each one. 

14. Once you save it, you'll be good to go! You can always check back on the Extensions page to see how many times each target has been successfully sent:

Bonus Materials:

As mentioned above, you can add to or edit the coding to include information that you want to bring over to AskNicely.


Defaults: 

These are the default fields that are sent over from Zendesk into AskNIcely.

  • ticket_id={{ticket.id}} - the ticket number
  • email={{ticket.requester.email}} - email address is a required field
  • name={{ticket.requester.name}} - this is first and last name and it is also a required field
  • agent={{ticket.assignee.name}} - who was helping on the ticket and it's great to bring this over to help measure your team metrics 
  • segment=zendesk - this is the Segment name that will be created when they are imported into AskNicely. You can change this to be a different segment name if you want to create different templates based on different criteria. 

Examples / Options For Targeting Multiple "Audiences"

One example could be sending different templates based on the "Type" of ticket that is created in Zendesk (i.e. Question, incident, Problem, Task). You would need to add the following in addition to all the "Default" fields shown in the section prior.

To do this:

  • Create a new URL Target and name it to match your goal target/condition
  • Change segment to: segment=question_zendesk (or however you want to label it)
  • Add in Condition: (Example: "Type" is "Question (Incident, Problem, or Task)")
  • Set "Notify Target" dropdown to your new URL Target
  • Go into AskNIcely and create a new template that would cater to this new segment. 

You can add in any additional information you want to import into AskNicely within that URL.

Example: &brand_name={{ticket.brand.name}}

You must add the "&" button to show a new field. Then "brand_name" is how I want to label it in AskNicely. Finally I use the available placeholder from Zendesk. 

There you have it! A semi-extensive look in how to use Triggers within AskNicely and Zendesk! Please reach out to our amazing Support Team at support@asknice.ly for assistance.

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