Our first webinar with Zendesk, customer support help-desk system, went incredibly well. While it was an early morning, the result was the video you see below on using SurveyGizmo’s customer feedback survey to get feedback from your customers with every solved Zendesk ticket. Don’t worry, the video isn’t all about reading through the Zendesk integration tutorial, but rather an explanation of why to get customer feedback, what to do with the feedback you receive, and the simplicity of the entire process. Special thanks to Adria of Zendesk for collaborating on the webinar.
Other topics include:
- Why get customer feedback
- Uses for positive feedback
- Immediate action for negative feedback
- Benefits of customer testimonials
The presentation was actually a SurveyGizmo survey rather than a PowerPoint presentation, and is available at any time.
As seen in the video, all Personal, Pro, Enterprise, and Dedicated account levels can add the Zendesk customer feedback survey to their account by selecting “Create Survey”, “Start with a pre-made survey”, and choose the “Customer Satisfaction with Agent Tracking – Customer Support (use with ZenDesk)” survey to get started.
Tags: customer service, ZenDesk
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Jan. 31
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[...] This post was mentioned on Twitter by Justin Flitter and SurveyGizmo, Michael FolmerHansen. Michael FolmerHansen said: New Blog post: @Zendesk and SurveyGizmo Integration Webinar Video http://tinyurl.com/yebz8o5 (via @surveygizmo) [...]
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It would be great to change the original ticket status to open, (or open a new ticket) in zendesk. I believe this could be made using the APIs, but maybe just a properly formatted mail would do the trick (since zendesk allows the updating of tickets by mail).
We’ll try it and come back with the results.
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Using their API requires a bit of development on our side because the API requires XML data being sent to it. Email wise, if you passed over to the survey the ticketid and customer email address you could construct an auto-responder that would trick zendesk into updating the ticket with the results, however they would automatically be visible to everyone who viewed the ticket. API connection allows you to quietly update the ticket in an Agent only view way.
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