Event-based Zendesk workflow

You can also reuse the workflow created by the "Send post-resolution email campaign' or Create an event-based workflow in Qwary to map your response data into Zendesk.

Generate a token for the Zendesk account

  1. Log into your Zendesk account and go to 'Admin Center'

  2. Go to Apps & Integrations --> API --> Zendesk API

  3. Enable 'Token Access' --> Click on 'Add API Token'

  1. Enter the API token description and copy Token Value. Make sure to copy and store this token. We won't show it again after you click Save or leave this page.

Create event-based workflow

  1. Create an event-based workflow from Workflow --> Create new workflow --> Enter name --> and click "Create".

  2. Click on Add a Trigger and select the survey you created for "the post-resolution email survey campaign.

  3. Add 'Salesforce - Update a case/opportunity with rating and survey response in SalesForce.'

  4. Connect your Zendesk account with the API Token, which you copied in step 4 of "Generate a token for the Zendesk account."

  5. Select score and comment questions for the task. Depending on the matrix you are collecting, the score questions can be NPS, Satisfaction Score, or Effort Score questions from your survey. A comment question is an open-ended comment question from your survey.

  1. Click on save.

  2. Active the workflow.

Once the workflow is active, when a new response is received for a ticket survey, response data will be mapped to Zendesk.

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