The Skeepers Feedback Management solution can interact with many other platforms in your work environment.
You can connect Skeepers to Zendesk via a connected application. The installation process is quick and accessible to everyone. This integration allows you to use mapping to automatically transfer respondent information to your Zendesk tickets, making customer support management easier.
Learn how to configure this integration by following these steps.
Usage
The Zendesk connected application simplifies your technical and customer support management by feeding the tool with data from surveys.
We explain how to feed Zendesk and automatically create tickets in the article How to enrich Zendesk tickets with data from Skeepers.
Accessibility
- The Zendesk connected application is available to everyone
Requirements
- Be logged in as an administrator of your HubSpot account
- Be logged in as a user with the "Account Settings" permission on your Skeepers account
Connecting to Zendesk
From the "Settings" tab visible in the left sidebar of the platform, go to the "Integrations" section, then "Available applications".
Use the search bar located on the right to find "Zendesk Support". This connected application can be used for data mapping or ticket creation via webhook (learn more about webhooks). Click on the "Integrate" button.
Then add a new managed authentication. Name this new authentication and complete the fields.
To complete the authentication fields, we recommend referring to the documentation provided by Zendesk on this topic : Zendesk API Authentication.
Specifically, you need to create a new OAuth Client in the Zendesk admin.
You also have the option to complete the connected application's custom parameters.
Then press the "Save" button, followed by "Test connection".
The authentication is now set up.
If the authentication has this symbol in the list, it is well connected |
If the authentification has this symbol in the list, it means it is disconnected, please verify the fields and intervene |
Mapping configuration
By configuring the mapping, you can define the data you wish to transfer from Skeepers to Zendesk.
To do so, go to the "Mappings" tab of your new connected HubSpot application and press the "Add new mapping" button.
Next, name this new mapping. It should reflect its purpose (example : ticket enrichment, support ticket creation, follow-up after negative CSAT, etc.). Then, select the newly created authentication in the "Authentication" field.
In the "Distant app object", select the element you wish to enrich in Zendesk (ticket, agent, agent group, organization, user, etc.).
The "Identification field" corresponds to the data used to locate an element in Zendesk (example : the ID of an existing ticket).
The "Operation" field allows you to choose whether you want to :
- create the data in Zendesk (Create)
- update existing data by overwriting the previous entry with the new one (Update)
- or create the data if it does not exist and update it if it already exists (Create or Update)
Mapping fields must then be added and completed based on the variables you wish to transfer from Skeepers to Zendesk. The elements in the "Internal object" column correspond to variables in Skeepers (attributes, tags, answers, etc.), while those in the "External field" column correspond to the information and fields in Zendesk.
For Zendesk to function properly, it is essential to always create links for the Subject and Comment. Thus, your mapping must always include these two lines with the external fields "Subject" and "Comment".
The "Transformation" field is only required in very specific cases where the data must be altered to fit a precise format (example : transforming a phone number starting with "+336XXXXXXXX" into "06XXXXXXXX").
Press the "Save" button once everything is in order. If everything is properly configured, the fields should begin populating automatically.
For a better understanding of mapping, refer to our article Enhance CRM data using mapping.
If you have any questions, feel free to contact our Customer Care team.