This guide explains how to map responses from a SweetHawk Survey to a Zendesk drop-down or checkbox ticket field when a survey is completed.

This is particularly useful when:

• You want to store survey selections in a non-numeric Zendesk field

• Your Zendesk field uses tags

• Your survey question tags don’t exactly match your Zendesk field tags

• You want to map a star rating to a drop-down field instead of a number field

Where This Is Configured

All mapping is done inside the Events tab of a survey.

To access it:

1. Go to the Survey icon in the SweetHawk app navigation bar.

2. Select your survey.

3. Click the Events tab (top right).

4. Choose the Survey Completed event.

5. Click Add Ticket Fields.

6. Select the Zendesk drop-down or checkbox field you want to update.

Understanding how mapping works

Zendesk drop-down and checkbox fields store values using tags.

SweetHawk survey questions (single select, drop-down, etc.) also use tags, but these may be different from the Zendesk ticket field you want to map them to.

Mapping works by injecting either:

• The survey response tags, or

• A conditional value using an if statement

This is done in Advanced Mode.

Step 1: Switch to Advanced Mode

After selecting your Zendesk ticket field:

1. Click the Advanced Mode icon (</>)

2. Click the + button

3. Search for your survey question by name

4. Select the correct placeholder

For a single select question, you will see two options:

• Answer to [Question]
  → {{survey_response.answer_93}}

• Tags for [Question]
  → {{survey_response.answer_93.tags}}

Replace 93 with your actual question ID.

Scenario 1: Tags almost match (Simple Mapping)

Example

Zendesk drop-down tags:

strongly_disagree_example  
disagree_example  
neutral_example  
agree_example  
strongly_agree_example

Survey question tags:

strongly_disagree  
disagree  
neutral  
agree  
strongly_agree

The only difference is _example at the end.

Solution

In Advanced Mode, insert:

{{survey_response.answer_93.tags}}_example

What happens:

• If the respondent selects strongly_agree

• The system injects: strongly_agree_example

• Which matches the Zendesk drop-down tag

✔ No conditional logic required
✔ Clean and efficient

This works because the survey tags and Zendesk tags follow the same structure.

Scenario 2: Tags do NOT match (Conditional Mapping)

If the survey tags and Zendesk tags are completely different, you must use if statements.

Example

Survey tag:

pwy_positive

Zendesk drop-down tag:

customer_is_happy

These do not match — so we map manually.

Using If Statements

In Advanced Mode:

{% if survey_response.answer_93.tags == "pwy_positive" %}customer_is_happy{% endif %}

For multiple options:

{% if survey_response.answer_93.tags == "strongly_disagree" %}
sd_example
{% endif %}

{% if survey_response.answer_93.tags == "disagree" %}
d_example
{% endif %}

{% if survey_response.answer_93.tags == "neutral" %}
n_example
{% endif %}

{% if survey_response.answer_93.tags == "agree" %}
a_example
{% endif %}

{% if survey_response.answer_93.tags == "strongly_agree" %}
sa_example
{% endif %}

Each condition:

• Checks the survey response tag

• Injects the corresponding Zendesk ticket field tag

Mapping star ratings to drop-down fields

Star ratings (or 0–10 scores) do not use tags.

Instead, they use a score value.

Example placeholder:

survey_response.answer_90.score

Example: Mapping 1–5 Star Rating to Drop-down Tags

Zendesk drop-down tags:

star_1  
star_2  
star_3  
star_4  
star_5

In Advanced Mode:

{% if survey_response.answer_90.score == 1 %}
star_1
{% endif %}

{% if survey_response.answer_90.score == 2 %}
star_2
{% endif %}

{% if survey_response.answer_90.score == 3 %}
star_3
{% endif %}

{% if survey_response.answer_90.score == 4 %}
star_4
{% endif %}

{% if survey_response.answer_90.score == 5 %}
star_5
{% endif %}

This:

• Checks the numeric score

• Outputs the matching Zendesk drop-down tag

Key notes

• Always use Advanced Mode (</>) for dynamic mapping.

• Make sure the output you inject exactly matches the Zendesk ticket field tag, not the label.

• You must use the correct question ID in your placeholders.

• If nothing matches, nothing will be set in the ticket field.

When to use each method

Summary

You can map survey responses to Zendesk drop-down or checkbox fields by:

1. Using the Survey Completed event

2. Adding a ticket field

3. Switching to Advanced Mode

4. Injecting:

   • Survey response tags (simple mapping), or

   • Conditional logic (if statements), or

   • Score-based logic for star ratings

This allows you to store survey data in structured Zendesk ticket fields — even when the values don’t naturally align.