The SweetHawk Survey app for Zendesk lets you take customer feedback and automatically inject it into ticket fields, enabling better reporting, segmentation, and workflow automation. This guide walks you through how to configure any survey to push data directly into Zendesk ticket fields.
This video provides a visual walkthrough of the entire process described below.
Step-by-Step: Injecting Survey Data into a Ticket Field
1. Create Zendesk Custom Fields
- In Zendesk Admin Center, go to Objects and rules → Tickets → Fields → Add field, then create a new custom field for each survey question you want to map.
- Choose the correct field type (numeric, text, multi-line, dropdown, checkbox) to match your question.
2. Access the Survey Configuration
- Navigate to the Survey app from the left-hand Zendesk navigation bar.
- Under the Surveys section, click on the survey you want to configure.
3. Set Up the "Survey Completed" Event
- Click on the Events tab at the top.
- Click + Add event, and select Survey Completed from the dropdown menu.
4. Add Ticket Field(s)
- Once the event is added, click + Add ticket field(s).
- Choose the Zendesk field where you'd like to inject the survey response.
- After the field appears, click the </> (advanced icon) on the right side of the field row.
5. Map Survey Question Data
- Click the + icon in the advanced panel to see a list of available placeholders from your survey.
- Each survey question will typically have several placeholders:
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{{ question }}– This main placeholder often includes both score and label, depending on context. -
{{ question.score }}– For injecting a numeric value (e.g., for rating scales). -
{{ question.label }}– For injecting a readable label (great for dropdowns or short text fields). -
{{ question.tag }}– For injecting a tag value (from multiple choice questions).
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- Select the appropriate placeholder based on the type of ticket field you’re mapping to.
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Note: For dropdown and checkbox fields, you must use Add tags, not the field itself. Please ensure that:
Please see our dedicated guide to this here. |
6. Save the Event
- Once your mappings are in place, click Save at the bottom of the event section.
✅ Testing the Setup
- Go to any ticket and send the survey to yourself or a test user.
- Complete the survey.
- When the survey is submitted, the ticket should automatically populate with the relevant field data.
- Refresh the ticket and check the field to confirm the injection worked as expected.
By using this method, you can ensure that valuable customer feedback is directly embedded into your Zendesk workflow—enhancing visibility in Views, triggering automations, and informing better decisions from Explore.