Sending feedback to Zendesk gives your support team the screenshot, recording and browser details behind a customer's report, so they don't need to go back and forth asking for them.
Choose a connection method
Native integration: the best fit for most teams. Set up inside Userback, with the same send modes as other integrations.
Zapier: use this if you want to map fields or add conditions the native integration doesn't offer.
Email notifications: the simplest option, with no Zendesk permissions needed. Userback emails your Zendesk support address, and Zendesk turns each email into a ticket.
Option 1: Native integration
Go to Feedback > Settings > Integrations.
Scroll to the Zendesk card and click Connect.
Enter your Zendesk Support Host URL (for example,
yourcompany.zendesk.com), then sign in and approve access.
Confirm the Zendesk connection to use. You can add more than one if you have several Zendesk accounts.
Choose when feedback is sent: Manually, Automatically, or Automatically and Resolve in Userback. For the automatic options, pick which feedback types to include.
Click Test. A test ticket appears in Zendesk. Check it, then close or delete it.
Option 2: Zapier
Connect Userback to Zapier. See Connect Userback to Zapier.
Start from the Userback to Zendesk Zap template and click Use this Zap.
Follow Zapier's prompts to connect your Zendesk account and map the fields.
Test the Zap and turn it on.
Option 3: Email notifications
In Userback, invite a new member using the email address your Zendesk account receives support email on. See Invite and Manage Workspace Members.
Log in to Userback as that member and turn on new-feedback email notifications.
Each new feedback item now sends an email to Zendesk, which creates a ticket. This adds a member to your workspace, which may count toward your plan's seats.
Troubleshooting
Tickets stopped appearing in Zendesk
For the native integration, reconnect Zendesk from Workspace Settings > Connected Apps if the connection has expired, and check Workspace Settings > Integration Log for the error. For Zapier, check the Zap's history in Zapier.
What's next