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Send Qualtrics Survey when Zendesk Ticket marked as solved

  • September 29, 2022
  • 2 replies
  • 241 views
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Hi all,
I am new to qualtrics. We use Zendesk for our ticketing system. I have the survey created, now I need to find out how to send our survey when a customer's support ticket is marked as solved by our support staff in Zendesk.
How would I go about this?
I was looking through Qualtrics documentation and there were a variety of Zendesk options which left me a bit confused.

Thanks!

2 replies

Deepak
QPN Level 8 ●●●●●●●●
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  • Deepak
  • September 29, 2022

Stall0wned
To achieve this you need to create a workflow. As Qualtrics has OOTB integration with Zendesk.
You can use Zendesk Event to create the workflow. You can capture the variable as needed, one which shows you the ticket is resolved. Other steps are mentioned in the linked support page.
Once done you can add XM Directory task to distribute the survey below the zendesk event.
Hope this helps!

    F
    Level 1 ●
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    • Fatma
    • Level 1 ●
    • February 13, 2025

    Hi ​@Deepak - I followed the same steps. but for unknown reasons, everytime time I update the workflow, it creates new webhook and a new trigger in Zendesk. do you have any idea why it’s happening and how to stop it? Thanks.

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