zenloop Connect will enhance and automate the process of collecting feedback from your customers after interactions either via email or chat.

The zenloop Connect app requires an existing Zendesk account.

Contents:


Installing the zenloop Connect app in Zendesk

1. Log in to your Zendesk account and Navigate to Admin Home < Marketplace

2. Search for zenloop Connect and click Install. A window will pop up:

3. Select the desired account and select Install

4. You will be redirected to the Installation page. Enter your zenloop email & password. Click Install:

5. Once correctly installed, you will see the zenloop icon in your tool bar:

Configuring the zenloop Connect app

via Email

You're able to request feedback after an email interaction using the zenloop Connect app.

Collecting feedback via Email requires an Email Embed survey to operate. Click here for more information setting one up.

1. Navigate to the zenloop Connect app and select Create. A window will pop up.

2. In the Basic tab, give your survey a title and select your previously created zenloop survey. Finally, ensure you're toggled onto Email

3. In the Email tab, define:

  • Email subject

  • Header text (Tip: Enter the survey question here)

  • Footer text

  • Scale Labels (e.g. Very Likely - Very Unlikely

*Tip: You can use Zendesk's placeholders to input dynamic data, for example {{ticket.requester.name}} and Zendesk's dynamic content to localize text within these fields.

4. In the Properties tab, you can select the Properties you want to send to zenloop. The default values are shown below but you can add more rows by selecting + Add property:

5. Select Submit

To adjust the automatically created Trigger:

6. Select Trigger to open the Settings page and adjust the settings as desired. For example, the survey below is being triggered when the Ticket is set to Solved:

Please note: If you are seeing 'No Trigger' in the zenloop Connect app it may be because the triggers created by the app are deleted and new ones are in use.

via Chat

You're able to request feedback after a chat interaction using the zenloop Connect app.

Collecting feedback via Chat requires a Link Survey survey to operate. Click here for more information setting one up.

1. Navigate to the zenloop Connect app and select Create. A window will pop up.

2. In the Basic tab, give your survey a title and select your previously created zenloop survey. Finally, ensure you're toggled onto Chat:

3. In the Properties Tab, you can select the Properties you want to send to zenloop. The default values are shown below but you can add more rows by selecting + Add property:

4. In the How To? tab, copy the JS snippet to a text editor and select Submit

Adding the Survey to your Zendesk Help Center

To add the Zendesk Web Widget to your Help Center:

1. Navigate to Admin Center < Channels < Web Widget and go to the Setup tab

2. Turn on Add to Help Center:

2. Navigate to Guide (Help Center) and select Guide Admin:

3. Navigate to Customise Design < Customise (Live theme):

4. In Customise design, select Edit Code:

5. Go to the footer.hbs file

6. Go to the JS snippet you copied into a text editor and edit the survey question (find "Please share with your feedback" and replace with your survey question). Copy the code

7. Paste the code in the first blank line after </footer> and Select Publish

Result:

Adding the Survey to the Zendesk Web Widget (Classic)

Note: Ensure the Zendesk Web Widget (Classic) is enabled in the Admin Center under Channels < Web Widget

1. Navigate to Admin Center < Channels < Web Widget < Setup. Follow Zendesk's instructions on adding this to your website

2. Go to the JS snippet you copied into a text editor and edit the survey question (find "Please share with your feedback" and replace with your survey question). Copy the code

3. Add the JS snippet to your website, typically where you've added the code in Step 1.

Please note: You will see 'No Trigger' for the Chat surveys as no trigger is needed.


Solutions to common questions:

Q – Why is the scale 0-10 in Zendesk, even though I set a different scale in zenloop?

A – At the moment, the zenloop connect app defaults to a 0-10 scale and we will need to adjust the Dynamic Content created by the app. Please reach out to your Success Manager who will support you in this.

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