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Using the Zendesk Integration


1
Create your first survey

When you first log into your fresh Callexa account you are prompted to create your first survey. Just define an internal name (not visible to your customers), set the language and submit.

On the next page customize your survey's layout, text blocks and follow-up questions. You can change all those settings at any time in the future. Read the "Creation and Customization of a Survey" guide for more information.


2
Activate ZenDesk integration

Now click the "Integrations" tab of your survey, look for the ZenDesk card and click "Activate". A dialog will appear asking for your ZenDesk domain name. Enter it and hit continue. You will be redirected to ZenDesk and asked for authorization of Callexa. This must be granted only once.

Note: Callexa will only read the ID and resolve date of a ticket, as well as the email address and full name of the assigned customer. We do not store or process any other content from your ZenDesk account.

3
Further Settings

You are almost done. If activation was successful, you are prompted to specify further import settings. Callexa checks for newly resolved tickets every hour and adds the corresponding customers to the recipients queue of your survey. You can specify a delay for scheduled sending if you do not want to survey your customers immediately after the ticket has been resolved.

You can also define a tag that has to be present or should not be present in your Zendesk customer or ticket entry in order to send a survey through Callexa. For example, if you want to control surveying from within Zendesk, define a tag like e.g. "survey" and set "is present". Now in the future add that tag to the ticket BEFORE setting it to resolved. All tickets not having this tag will then be ignored by Callexa.


4
What now? Am I done?

Actually yes. If the integration card is highlighted in green, from now on recipients will be added automatically and surveys are sent with the scheduled delay.

We recommend you to test drive your survey with an email address of your own. Check the "Manually adding Recipients" guide for instructions.

Otherwise, you are all done. Just follow your usual routine at Zendesk and wait for the first responses to come in.

 



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