Write the ticket
Set the subject, the comment and the priority, add tags with the survey's own tag, and fill the custom fields every ticket from this workflow should carry.
Zendesk integration
Survey answers as Zendesk tickets
Open a Zendesk ticket for each survey answer that needs a reply, with the answer as an internal note, the customer as the requester and the tags your triggers already use.
A reply from support, in the helpdesk it works in
A complaint in a survey deserves the same reply as one in an email. With the Zendesk integration, an answer that needs someone becomes a ticket, with the customer as the requester, so an agent can reply from Zendesk.
The answer goes in as an internal note, which only agents see, and Zendesk doesn't email it to the customer. Tags such as usertick and the survey's own tag let your views and triggers route the ticket.
A workflow decides which answers open tickets: every answer to a survey, only the urgent ones, or only the complaints the AI found, and the ticket links back to the answer in Usertick.
- Plan
- Every plan, 1 workflow per survey on Free
- Connects through
- Your Zendesk subdomain and a sign-in
- Creates
- One ticket for each answer a workflow picks
- Requester
- The person who answered, when your identity settings allow their email
How answers become Zendesk tickets
A workflow step writes the ticket, and Zendesk takes it from there.
A ticket agents can answer
The ticket names the customer as the requester, keeps the answer in an internal note and links to the answer in Usertick, so the agent has the whole story before replying.
What Usertick sends to Zendesk
Each ticket the step creates carries these.
FieldWhat it holds
SubjectNew feedback on the survey's name unless you change it
CommentThe survey, each question with its answer and the link, as an internal note
RequesterThe person's email and name, when your identity settings allow the email
PriorityLow, Normal, High or Urgent, Normal unless you change it
TagsYour tags, usertick and survey_ with the survey's name, such as survey_checkout_nps
Custom fieldsThe values you set for text, number, date, checkbox, drop-down and other fields
Connect Zendesk in three steps
Connecting creates nothing by itself. A workflow decides which answers open tickets.
- 1
Sign in to Zendesk
In Usertick, open Settings, then Integrations, select Zendesk, enter your subdomain and sign in. Usertick asks to read and create tickets and users.
- 2
Add Create a ticket to a workflow
Set the subject, the comment, the priority, the tags and any custom fields.
- 3
Test it, then publish
A test run on a real answer creates a ticket marked [Test]. On a sample answer, it checks the step and creates nothing.
Frequently asked questions
Zendesk comes with every plan, along with the workflows that create the tickets. Free runs 1 workflow per survey.
Not for the comment. Usertick adds it as an internal note, which only agents see, and Zendesk doesn't email it to the requester.
No. Each ticket carries an external ID, and a retry finds the ticket it already created instead of opening another.
No. The ticket links to the answer, and the answer's status in Usertick stays with your team.
No. Zendesk connects with a sign-in, and Usertick refreshes its access by itself.
The tickets stay in Zendesk, and Usertick revokes its access. Workflow steps that used the connection stop sending until another one is assigned.
More integrations
SlackBring responses into the Slack channel you choose and triage them there, with buttons to assign, set a status or change the type.
Microsoft TeamsBring responses into a Teams channel as cards, then assign them, set a status or change the type without leaving Teams.
IntercomMark an existing Intercom contact with an event when they respond. The event carries the response’s details, never the answers.
SalesforceTurn responses into Salesforce cases, leads or notes.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
- No card needed