How to setup?

  1. "When this happens..."
    1. Choose App & Event
      1. Choose App: Zendesk
      2. Choose Trigger Event: Recent Ticket
    2. Choose Account
      1. Select an existing Zendesk account from the drop-down, or;
      2. Select "Add a New Account" from the bottom of the drop-down
      3. A pop-up window appears, in which you'll need add your Account, Agent Email, and API Token, which can all be obtained from Zendesk.
        1. Account: This is the part of the Zendesk URL between "https://" and ".zendesk.com/" when you're looking at the URL in your browser while logged in to Zendesk.
        2. Agent Email: This is the email address of your Zendesk user.
        3. API Token: Obtain this by going to Admin → Channels → API, and create a new API token. Store this somewhere safe, as you'll need to replace it if lost.
    3. Find Data
      1. Click the Test & Review button
      2. Go to Zendesk, and change a ticket to Solved
        1. Tip: Prior to changing the status, check if Zapier is still looking for sample data
      3. Zapier should pick this up (this can take a few minutes) automatically, and use it as sample data
        1. Note: Zendesk can take up to an hour to let Zapier know of Status changes, so you may need to press the Test & Review button multiple times.
    4. You can now move to the "do this..." step
  2. "Do this..."
    This is an optional step, but probably wanted unless you'd like to update the Activity dot on anyticket change.
    1. Choose App & Event
      1. Choose App: Filter by Zapier
    2. Filter Setup & Testing
      1. Only continue if... "Status", "Is in", "Solved" (this could be any other status you have in Zendesk, if you'd prefer)
      2. Add more conditions as suits your need
  3. "Do this..."
    1. Choose App & Event
      1. Choose App: CustomerGauge
      2. Choose Action Event: Update/Create Activity
    2. Choose Account
      1. Select an existing CustomerGauge account from the drop-down, or;
      2. Select "Add a New Account" from the bottom of the drop-down
      3. A pop-up window appears, in which you'll need to log into your CustomerGauge account
        1. Tip: rename your newly created account to something you'll recognize in the future
    3. Customize Survey Invitation
      Each of the fields that you can provide to CustomerGauge come in Name and Value pairs. In the Name field you'll need to write the CustomerGauge Field Name. In the Value field you'll need to pass the information coming from Zendesk, or write a static value.

      Please note (1): fields names, their format, and whether they're mandatory or not, can vary in each CustomerGauge system. The fields in Zapier are therefor not made mandatory, while your fields could actually be mandatory in CustomerGauge.
      Please note (2): fields coming from Zendesk may vary based on Zendesk setup, and business needs.

      Some examples to help you on your way;
      1. Email CustomerGauge Field Name: write your CustomerGauge field name ("Email" by default), Email Address Value: Choose the respective field from the Zendesk fields — we chose "Requester Email"
      2. First Name CustomerGauge Field Name: write your CustomerGauge field name ("FirstName" by default), First Name Value: Choose the respective field from the Zendesk fields — we chose "Requester Name"
        1. Please note: Zendesk does not separate First Name and Last Name. You could use an additional Format by Zapier Action to Split the Requester Name, and assign the First Name and Last Name from that Format by Zapier Action.
    4. Send Data
      1. Press the Skip Test button — unless you're sure you want to send a survey invitation to the email address in the data of your Zendesk sample. Doing a Test actually send a survey invitation!
      2. When happy with your setup, turn your Zap ON, and you're all done!

           

Where can you track it in CustomerGauge?


You can track the survey responses in the NPS or CES Data Source. In addition you can also track the engagement on the Activity Timeline Reporting Widget in your CustomerGauge System. An example Dashboard is shown below.