Forums/Documentation/Setting up integrations

Integrating Get Satisfaction with Zendesk

Anibal Cucco
posted this on May 20, 2009 13:10

Updated on Sept 10, 2013

If your company uses Get Satisfaction, you can create a Zendesk ticket from a Get Satisfaction topic and track it in Zendesk. Comments and status changes made in the ticket in Zendesk can be posted automatically to the original question in Get Satisfaction. See How it works below

The setup consists of the following steps:

  1. Configuring Get Satisfaction
  2. Configuring Zendesk

You must have the following before you can set up the integration:

  • Administrator privileges in both systems
  • A paid plan with Get Satisfaction
  • Be the employee or admin of a company that uses Get Satisfaction

How it works

Let's say you're a community moderator and somebody posts a question in your Get Satisfaction community. You decide to pass the question on to your support team by creating a ticket in Zendesk. Instead of pasting the content into a new ticket in Zendesk, you can click Import to Zendesk in the sidebar to create the ticket directly from Get Satisfaction.

A dialog box appears allowing you to modify the ticket subject and description. When you're done, click Post Ticket to create the ticket in Zendesk.

An agent working in Zendesk spots the new ticket in the Unassigned Tickets view and clicks it.

The agent adds a comment and changes the ticket status to Open.

Note: For the update to appear in Get Satisfaction, the ticket must be assigned to an agent and a ticket priority must be set.

A few moments after the agent makes the update, the agent's comment is posted as a reply to the question in Get Satisfaction:

The ticket's information is displayed in the Get Satisfaction sidebar for company staff:

Configuring Get Satisfaction

The first step is to configure Get Satisfaction so that it can create tickets in Zendesk.

  1. Log in to Get Satisfaction as an administrator.
  2. Click Configure on the toolbar. You may be asked to log in again.
  3. In the Configuration section in the sidebar, click Zendesk.
  4. Enter your Zendesk URL and credentials.

  5. Click Save.

Configuring Zendesk

Next, configure Zendesk to post new ticket comments as well as ticket status changes to Get Satisfaction. The mechanism used in Zendesk to post information in Get Satisfaction are triggers. Triggers let you send notifications to a target in response to events such as ticket updates.

Configuring Zendesk consists of the following steps:

  1. Create a target that points to Get Satisfaction
  2. Create triggers that notify Get Satisfaction

Creating a target that points to Get Satisfaction

The first step is to create a target that points to Get Satisfaction. When you create your triggers in the next section, you'll select the Notify target action and select Get Satisfaction as the target.

To add a target that points to Get Satisfaction:

  1. In Zendesk, click the Admin icon () in the sidebar, then select Extensions under Settings.
    Zendesk Classic: Select the Settings menu, then select Extensions.
  2. Click the Targets tab and then select Add target.
    Note: You may need to scroll to the right to see the link.
  3. Select the Get Satisfaction target from the list and enter the following values in the fields:
    • Title: Enter GetSatisfaction or something similar as the name of your target.
    • Company Name: The name of your company in Get Satisfaction.
    • Email: The email of the account you use to log in to Get Satisfaction.
    • Password: The password for the Get Satisfaction account.

    Example:

  4. Next to the Submit button, select Create Target from the menu, and then click Submit.

    The new target appears in the Targets tab in Zendesk.

Creating triggers that notify Get Satisfaction

After adding a target in Zendesk that points to Get Satisfaction, you can use it to build triggers that post information to Get Satisfaction every time a ticket that originated in Get Satisfaction is updated in Zendesk. The first trigger posts new ticket comments to Get Satisfaction. The second trigger posts ticket status changes.

To create a trigger that posts new comments to Get Satisfaction

  1. In Zendesk, click the Admin icon () in the sidebar, then select Triggers.
  2. Select Add Trigger.
  3. Enter a title for the trigger, such as "Post new comment to GetSat".
  4. In the Meet All of the Following Conditions section, add the following three conditions:
    • Ticket: Is... > Updated
    • Ticket: Comment Is... > Public
    • Ticket: Channel > Is > Get Satisfaction
  5. In the Perform These Actions section, select Notifications: Notify Target, and then select your Get Satisfaction target.
  6. In the Message box, enter the following content placeholder:
    {{ticket.latest_public_comment_formatted}}

    Before the notification is sent, the placeholder is replaced with the latest public comment on the ticket.

    Your form should look as follows:

  7. Click Create Trigger.

To create a trigger that posts ticket status changes to Get Satisfaction

  1. Click the Admin icon () in the sidebar, then select Triggers.
  2. Select Add Trigger.
  3. Enter a title for the trigger, such as "Post ticket status change to GetSat".
  4. In the Meet All of the Following Conditions section, add the following three conditions:
    • Ticket: Is... > Updated
    • Ticket: Status > Changed
    • Ticket: Channel > Is > Get Satisfaction
  5. In the Perform These Actions section, select Notifications: Notify Target, and then select your Get Satisfaction target.

    The form should look as follows:

  6. Click Create Trigger.

You're done. You can test the integation by posting a question in Get Satisfaction as a customer and then performing the following tasks:

  1. As a moderator in Get Satisfaction, click Import to Zendesk in the sidebar.
  2. Switch to Zendesk and check that a new ticket is listed in the Unassigned Tickets view.
  3. Assign the ticket to an agent, and give it a priority. For updates to appear in Get Satisfaction, the ticket must be assigned to an agent and a ticket priority must be set.
  4. Enter a public comment in the ticket and change its status to Open.
  5. Wait a moment, then switch to Get Satisfaction to verify that the comment was posted as a reply to the original question.

    Because you're interacting with an external target, there may be a delay between when the trigger runs and when you'll see the results in Get Satisfaction.

For more information on triggers, see Streamlining workflow with ticket updates and triggers.

 

Comments

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John Reilly

Is there any integration between the GetSatisfaction user account that posted the topic and the user accounts within Zendesk?  In the example above, I see text that says "The user did not share their personal info and will only see updates posted Get Satisfaction."  How does one (or can one) share their details so they are aware of the updates in Zendesk?

From what I understand (which may be incorrect), the workflow goes like this:  a user (not employee) posts a "Problem" on GetSat, a customer rep promotes it to Zendesk, the rep and the original customer communicate one-on-one via Zendesk, then the final solution is cross-posted to GetSat for the world to see.

Is that how it's intended to work? If so, how are the GetSat and Zendesk end-user accounts connected?

 

Thanks guys, looks like an awesome integration. :-)  

 

-John

July 09, 2009 13:28
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Scottmagdalein

I don't see the Zendesk option on my list in GetSatisfaction Admin. Is that something I need to contact GetSat about our is there a setting in Zendesk that will change that?

Really looking forward to moving from GS to Zendesk and migration of content is the last big hurdle. Thanks for the help and the awesome product!

January 18, 2010 11:33
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Matthew Latkiewicz
Zendesk

Hi Scott - 

You need a certain level of Get Satisfaction Account in order to get the Zendesk integration. (This is explained on their pricing page).  If you have the requisite account and are still not seeing the link, you should get in touch with their support: support@getsatisfaction.com.

Hope that helps!

Matthew

Zendesk

January 25, 2010 13:00
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Adria Richards

Content updated

February 25, 2010 00:25
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Nick Harewood

Does this also require a paid subscription to ZenDesk, or should we be able to activate this using just a Zendesk 30 day trial?

May 14, 2010 07:47
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Morgan Sherwood

@Nick - You should be able to test the integration in trail. I know for certain you can with just a Get Satisfaction trial.

 

Morgan Sherwood | Get Satisfaction

May 25, 2010 14:41
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Nick Harewood

heh, thanks Morgan but since we are now fully paid up subscribers/users/communitizers and have integrated with Zendesk no worries, it's not a problem!

The one thing I didn't see made clear in the instructions above is that you need to be a Moderator in order to see the 'Import to ZenDesk' button... which is probably where my confusion lay.

It says you need to be an Administrator on both systems, but doesn't mention the Moderator bit... unless I'm blind / stupid  -both of which are possible; it's late :)

cheers tho

May 25, 2010 16:12
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Morgan Sherwood

@Nick That's a good point. Sorry about the oversight!

@Adria Can we update the entry to include that piece of info?

May 25, 2010 16:36
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Rvlawrence

Now that Zendesk now has the new community features and forums, why would anyone still be using Get Satisfaction?  Makes no sense to me.  Please explain...

June 06, 2010 08:31
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Mihaela

Is there a way to export a ticket (question & reply) to GetSatisfation from Zendesk?

March 01, 2011 02:37
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Sven Halling

I am interested to hear response to the question from Rvlawrence above. What value does GS add on top of ZD?

April 14, 2011 13:12
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Ed

I'd like to know if this is smoother or what the value proposition is against just using the 'idea' option in the forums, just like @rvalawrence and @sven mentioned.

October 09, 2011 11:30
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Nic Quickoffice

How can I turn multiple responses in one single thread into separate tickets? 

January 11, 2012 11:31