What This Does

When a customer submits a zensurvey response, zenloop can automatically create a Zendesk support ticket based on rules you define (for example, low scores).

Example
Score 3 + comment “Delivery was late and damaged”
→ Zendesk ticket created for follow-up.

Why Use It

• Catch unhappy customers automatically

• Eliminate manual ticket creation

• Give support teams full feedback context

• Prioritize tickets by customer sentiment

How It Works

Survey response → Workflow rules → Zendesk ticket

1. Customer submits a survey

2. zenloop checks your workflow conditions

3. If matched, a Zendesk ticket is created

4. Support follows up in Zendesk

What’s in the Ticket

Each ticket includes:

• Customer name and email

• Survey score and category (Promoter / Passive / Detractor)

• Customer comment

• Zensurvey name

• Custom properties (e.g. order ID)
  
  
  

Setup (5 Minutes)

Prerequisites

• zenloop account with workflow access

• Zendesk admin access

• Zendesk subdomain (e.g. yourcompany)
  
  

Step 2: Create a Workflow in zenloop

1. Log in to zenloop

2. Go to Surveys → Workflows

3. Click Create workflow

Step 3: Set Trigger Conditions

Choose when tickets should be created.

Common setups:

• Detractors: Score 0–6

• Negative feedback: Score 0–6 + comment

• Specific zensurvey: One survey only

Step 4: Add Zendesk Action

1. Select Zendesk as the workflow action

2. Enter:

   • Subdomain (not full URL)

   • Agent email

   • API token

3. (Optional) Add zenloop labels as Zendesk tags

Step 5: Activate

• Save the workflow

• Make sure it’s Active

New matching zensurvey responses now create Zendesk tickets automatically.

Best Practices

• Start with Detractors (0–6)

• Use topics and tags for routing

• Include order IDs or product data

• Test before going live