Announce Zendesk customer satisfaction survey results on your Gleebeam dashboard

If you’re using the automated customer satisfaction surveys on Zendesk, you might want to display their responses on a TV screen in the office to show how awesome your support team is! In this guide, we’ll be integrating Zendesk with Gleebeam so that each time a customer completes the satisfaction survey, a notification is displayed on your Gleebeam dashboard containing their satisfaction rating and the comment they have left for you.

1. Create a notification template in Gleebeam

In your Gleebeam account, create a template for the notification you want to receive each time a Zendesk satisfaction survey is submitted by your customers.

Gleebeam notification template design for Zendesk satisfaction survey notifications
Create a design for your notifications

Set up the text fields for the rating and the customer’s comment as dynamic because you’ll want to pass custom values to them every time a notification is triggered. Give both fields names you can recognise, like “rating” and “comment”.

Gleebeam notification template design for Zendesk satisfaction survey notifications
Set up dynamic fields for dynamic content

💡You can add a sound effect to your notifications in the sound menu of the editor sidebar.

Click Save & Exit once you’re done to return to the templates view. Click on the template you’ve created to show its automation data. You’ll need it in the next steps of this guide.

Automation data for integration between Zendesk and Gleebeam
Your notification’s automation data will be useful in step 3

Let’s turn to Zendesk now.

2. Set up a Zendesk extension

In Zendesk, go to Settings → Extensions and add a new target.

Zendesk extension settings
Add a target in Zendesk’s extension settings

In the next view, select HTTP target.

Choosing the HTTP target Zendesk extension
Select HTTP target

Give a title to the target, enter the Gleebeam notification trigger URL from step 1 of this guide (this will always be https://api.gleebeam.com/v1/trigger). Select POST as the method.

Creating a Zendesk extension target for the Zendesk satisfaction survey dashboard notifications
Set up your HTTP target

Save the target by clicking Submit and let’s move on to setting up a Zendesk trigger that runs this extension whenever a satisfaction survey is submitted!

3. Set up the Zendesk trigger

In your Zendesk account, go to Settings → Triggers and click Add Trigger.

Adding a new Zendesk trigger for the Zendesk satisfaction survey dashboard
Add a Zendesk trigger

Enter a name for your trigger and optionally provide a description for it.

Set up your conditions in such a way that the trigger runs when either a good or a bad survey rating is given with a comment. Under Meet ANY of the following conditions, add two conditions as follows:

  1. Satisfaction → Changed to → Good with comment
  2. Satisfaction → Changed to → Bad with comment
Setting up Zendesk trigger conditions for the Zendesk satisfaction survey dashboard
Name your trigger and set conditions for it

Under Actions, add the Notify target action. Select the target you created in step 2 of this guide. For the JSON body, copy the data displayed in the notification automation pop-up you opened in your Gleebeam account in step 1. Set the appropriate Zendesk placeholders for your rating and comment fields.

  1. For the rating field, set the value to “{{satisfaction.current_rating}}”
  2. For the comment field, set the value to “{{satisfaction.current_comment}}”
Setting up the Zendesk trigger action
Setting up the Zendesk trigger action

Click Create to finish setting up your trigger.

You’re all set! 🚀

I hope this tutorial was helpful to you! Here’s how it looked when I received my first Zendesk satisfaction survey results as a Gleebeam notification.

Positive feedback coming in from your customers!

If you’d like to contact me about anything related to this, please send me an email to [email protected] or message me on Twitter.

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