Zendesk set up guide
Prerequisites
- Have an nps.today subscription
- Have a Zendesk subscription
- Login with as an Administrator in Zendesk
- Login with as an Administrator in nps.today
Installing
When installing your nps.today integration for Zendesk you need to find the App on their marketplace.
If the integration is bought via nps.today you will need a coupon code from nps.today by writing an email request to support@npstoday.com.
When the App is installed the nps.today logo will be visible on your panel one the left side.
Set-up
Enter your nps.today application in Zendesk.
Authenticate
Now you need to write in your API key from nps.today and click Update.
Link tickets to a campaign
In the section 2. Triggers for linking your tickets to nps.today campaigns are Zendesk triggers connecting the ticket to a campaign in nps.today.
Start by clicking "Create new trigger".
Put in a trigger name and the campaignID from nps.today.
Edit the trigger if you like to add additional logic to it.
We recommend that you add a minimum of logic to the trigger before you have tested that the trigger works as intended.
Trigger survey
In the section 3. Triggers/automations for creating respondents in nps.today are triggers that will add a respondent to nps.today and trigger a survey.
Start by clicking "Create new trigger/automation".
Select "Trigger" for sending out surveys.
Edit the trigger if you like to add additional logic to it.
We recommend that you add a minimum of logic to the trigger before you have tested that the trigger works as intended.
Below is an example of the JSON body in the trigger:
Example of the JSON body
{
"respondent": {
"emailAddress": "{{ticket.requester.email}}",
"firstName": "{{ticket.requester.first_name}}",
"lastName": "{{ticket.requester.last_name}}",
"phoneNumber": "{{ticket.requester.phone}}",
"externalId": "{{ticket.requester.id}}"
},
"employee": {
"email": "{{ticket.assignee.email}}",
"firstName": "{{ticket.assignee.first_name}}",
"lastName": "{{ticket.assignee.last_name}}"
},
"guid": "{{ticket.ticket_field_14902864284305}}",
"custom": {
"ticketId": "{{ticket.id}}"
}
}
If you want to see more about setting up a survey trigger in Zendesk see here.
Embedded surveys
In the section 4. Send surveys from Zendesk (optional) you will find HTML code to embed surveys in a Zendesk email to send surveys directly from Zendesk.
HTML code for embedded survey
<table cellspacing="0"
cellpadding="0"
style="margin: 0 auto">
<tbody>
<tr>
<td colspan="21">
<h2 style="font-size:15px;margin-bottom:20px;text-align:center;">How likely is it that you would recommend us to a friend or colleague? </h2>
</td>
</tr>
<tr>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display:block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=0">
<span style="color: #ffffff;"> 0 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=1">
<span style="color: #ffffff;"> 1 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=2">
<span style="color: #ffffff;"> 2 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=3">
<span style="color: #ffffff;"> 3 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=4">
<span style="color: #ffffff;"> 4 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=5">
<span style="color: #ffffff;"> 5 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=6">
<span style="color: #ffffff;"> 6 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=7">
<span style="color: #ffffff;"> 7 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=8">
<span style="color: #ffffff;"> 8 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=9">
<span style="color: #ffffff;"> 9 </span>
</a>
</td>
<td width="5px"> </td>
<td align="center"
width="30"
height="30"
bgcolor="#040606"
style="border-radius: 5px">
<a style="font-size: 16px; font-weight: bold; font-family: sans-serif; text-decoration: none; line-height: 30px; width: 100%; display: inline-block; "
href="https://api.nps.today/Pages/reply.aspx?id={{ticket.ticket_field_14902864284305}}&rating=10">
<span style="color: #ffffff;"> 10 </span>
</a>
</td>
</tr>
<tr>
<td colspan="11">
<div style="margin-top:10px">Not likely at all</div>
</td>
<td colspan="10"
align="right">
<div style="margin-top:10px">Very likely</div>
</td>
</tr>
</tbody>
</table>