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Connect Your zenloop Account to Freshdesk
Connect Your zenloop Account to Freshdesk

Use Freshdesk integration to forward survey responses to your ticketing system

Written by Lisa Rentrop
Updated over a week ago

Efficiently addressing customer concerns and winning back detractors is crucial for maintaining a positive reputation and fostering loyalty. To streamline this process, we've developed a seamless integration between zenloop and Freshdesk, empowering you to swiftly respond to feedback and enhance customer satisfaction.

How it works:

1. Begin by initiating the Freshdesk integration either from the Act page or through your zenloop Settings/Integrations.

2. Input your Freshdesk API token, located within your Freshdesk Profile settings.

3. Provide your Freshdesk subdomain and the email associated with your Freshdesk account.

4. Once successfully connected, navigate to Integrations > Freshdesk > Add Alert.

5. Test your survey to ensure seamless transmission of responses to Freshdesk.

6. Easily access detailed feedback within Freshdesk to proactively address customer concerns.


Please note that only responses accompanied by comments will be forwarded to Freshdesk. If you encounter any issues with the integration, kindly ensure the following:

  • Double-check the accuracy of your credentials (Pro Tip: utilize admin credentials rather than agent credentials for smoother integration).

  • Review your ticket submission rules, especially if there are mandatory fields. The integration may not function properly if certain fields are required, as zenloop only transmits recipient details, NPS scores, and comments.


Q: When will I receive the first response?
A: Responses will be promptly posted to your Freshdesk as they are received.

Q: How will zenloop responses appear in my Freshdesk system?
A: Incoming zenloop responses will generate new tickets in your Freshdesk, containing user email, response date, comments, NPS score, and a direct link to the zenloop survey.

Q: Can I use the same Freshdesk alert for multiple surveys?
A: Yes, you can create multiple alerts using the same Freshdesk API connection or apply it to existing groups of surveys for comprehensive feedback management.

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