Zendesk

How to get started with Zendesk

Connect your Zendesk account to Zigpoll and automatically create support tickets from survey responses. Each response generates a new ticket in your Zendesk instance, complete with the survey title, participant info, and all submitted answers. If the respondent provides an email address, Zigpoll will set them as the ticket requester so the ticket is linked to their Zendesk profile.

Step #1: Generate a Zendesk API Token

1. Log in to your Zendesk Admin Center.

2. Go to Apps and integrations > APIs > Zendesk API.

3. Make sure Token Access is enabled.

4. Click Add API token, give it a description (e.g., "Zigpoll"), and click Save.

5. Copy the generated token — you won't be able to see it again.

Step #2: Connect Zendesk in Zigpoll

1. In Zigpoll: Click Settings -> Manage Integrations -> Enable the Zendesk Integration.

2. Enter your Subdomain — this is the part before .zendesk.com in your Zendesk URL. For example, if your URL is mycompany.zendesk.com, enter mycompany.

3. Enter the Admin Email — the email address of the Zendesk admin or agent account you want to authenticate with.

4. Paste the API Token you generated in Step 1.

Step #3: Configure Ticket Creation

1. Select a Survey — Choose which survey should trigger ticket creation, or select "All Surveys" to create tickets for every survey response.

Step #4: Configure Ticket Creation Rules

Choose when tickets should be created:

• Create a ticket if the survey is partially completed — A ticket is created for every response, even if the survey is not fully completed.

• Create a ticket only if the survey is fully completed — Tickets are only created once the participant finishes the entire survey.

• Create a ticket only if the respondent submitted an email address — Tickets are only created when the participant provides an email.

• Create a ticket only if an open-ended response is submitted — Tickets are only created when the participant writes a free-text answer.

Step #5: Save Changes

Click "Save Changes" to activate the integration.

That's it. Zigpoll will now create a new ticket in your Zendesk instance each time a matching survey response is submitted. The ticket will include the survey name, participant details, and all responses.

Ticket Details

Each ticket created by Zigpoll includes:

• Subject — "New Survey Response: {survey title}"

• Description — Survey title, participant name, all question-and-answer pairs, email address (if provided), and any metadata (UTM parameters, Shopify data, etc.)

• Requester — Set to the respondent's email address if available, which automatically creates or matches a Zendesk end-user

• Tags — zigpoll and survey-response for easy filtering in Zendesk views and triggers

Multiple Configurations

You can add multiple configurations to route different surveys to separate ticket workflows. Click "Click here to add another ticket configuration" to add additional entries. Each configuration has its own survey filter and ticket creation rules.