Plug in Your Zendesk Data to AI Feedback Intelligence — Uncover Themes & Sub-Themes Instantly

We’re excited to announce a powerful new capability in Zonka Feedback: Zendesk as a Data Source for AI Feedback Intelligence.

Now you can seamlessly plug your Zendesk ticket data into Zonka Feedback’s AI engine to automatically uncover key themes and sub-themes from your support interactions — no manual tagging, no spreadsheets, just powerful insights delivered in real-time.

What’s New?

With this integration, you can:

• 🔌 Sync Zendesk tickets (historical + live) into Zonka Feedback
• ⚡ Run AI Feedback Analysis on support ticket content that includes both ticket details and conversations
• 📊 Uncover hidden patterns across customer queries, complaints, and suggestions
• 🔄 Enable real-time sync of closed tickets to keep insights fresh and continuous

Why This Matters

Customer support is a goldmine of feedback — but it's often buried in unstructured text. Our new Zendesk integration brings structure to your support data, allowing your team to:

• Understand what your customers are really saying
• Identify root causes of issues at scale
• Spot recurring themes without manually reviewing tickets
• Take action faster based on real-time support insights

Perfect For:

• Support & CX Teams: Prioritize fixes and reduce repetitive issues
• Product Teams: Get a direct line to feature requests and frustrations
• Ops & QA Teams: Monitor breakdowns in delivery, response, or service quality
• Customer-Centric Leaders: Drive decisions backed by real customer data

You can now dynamically personalize each exit screen in your survey with merge fields, making your final messages more relevant, contextual, and engaging — no matter how many exit screens your survey includes.

Previously, merge fields were supported only in a single exit screen. With this upgrade, you can now use merge tags like {{contact_name}}, {{zd_ticket_id}}, and more across all exit screens within the same survey.

What You Can Merge

You can now use the following fields in each exit screen:

• 👤 Contact Variables – e.g. name, email, phone, organization
• 🕵️‍♀️ Hidden Variables – passed via query strings, API, or URL
• 🔗 Integration Merge Fields – Salesforce, HubSpot, Intercom, Freshdesk, and more
• 🎯 Dynamic Response Choices – Use survey inputs to personalize the final message

Available on all plans

You can now use your Salesforce Lightning Email Templates when sending Zonka Feedback surveys through Salesforce automations, workflows, or campaigns.

Previously, email template integration was limited to classic formats or custom HTML. With this update, you can seamlessly pull in and use Lightning-designed, branded, and responsive templates — giving your surveys a professional and consistent look in every Salesforce-triggered email.

🧩 Key Capabilities

• ✅ Native Compatibility with Lightning Templates
• 📩 Personalized Emails with merge fields and dynamic content
• 🎯 Trigger Surveys via Workflows, Flows, or Process Builder
• 🧱 No-code Setup — Easliy Download pre pre-made Lightning template for your configured Email template in Zonka Feedback

Available for All Plans 

We're excited to roll out advanced keyword filtering for Comments-based questions in Workflows — giving you more flexibility and control in automating responses and actions.

What’s New

You can now create workflow conditions using:

• Contains Exactly: Triggers when the comment matches the exact keyword or phrase.
• Contains Any of the Following: Triggers if the comment includes any of the listed keywords.
• Does Not Contain Exactly: Triggers when the comment does not match the exact keyword or phrase.
• Does Not Contain Any of the Following: Triggers if the comment excludes all of the listed keywords.

Just enter multiple keywords, and we’ll do the matching for you.

Use Cases

• Flag issues with keywords like “broken”, “slow”, “cancel”.
• Auto-tag praise with words like “love”, “great”, “awesome”.
• Route specific feedback to the right teams automatically.

Where to Use It

Available in Workflow conditions when using Comment-type questions.

We’re excited to introduce a powerful addition to Zonka Feedback’s developer toolkit — the Submit Response API! This feature is designed to give developers and integration teams the ability to programmatically submit survey responses from any source, making it easier than ever to automate feedback collection and centralize data.

What is the Submit Response API?

The Submit Response API allows you to send survey responses directly to Zonka Feedback using a simple HTTP POST request. This means you can now collect feedback from any custom-built app, external form, kiosk system, or third-party tool and submit it into Zonka Feedback seamlessly.

Key Highlights

• Fully customizable payloads: Submit responses with complete control over the data, including answers, hidden variables, contact information, and metadata.
• Flexible Identification: Identify respondents using contact details like name, email, phone, or user ID.
• Secure and Reliable: Authentication using your Zonka Feedback API Key ensures your submissions are secure.
• Real-time Data Ingestion: Responses appear instantly in your Zonka Feedback dashboard, ready for analysis or workflows.

Use Cases

1. Integrate with Custom Apps
   Submit feedback from your in-house applications or CRMs directly to Zonka Feedback.
2. IoT and Kiosk Surveys
   Collect responses from kiosks or hardware devices and push data via the API.
3. Offline Feedback Collection
   Capture responses offline and submit them in bulk when connectivity is restored.
4. Centralizing Feedback from Multiple Tools
   Use the API to consolidate responses from external tools or platforms into a single feedback system.

Ready to Get Started?

Head over to the Submit Response API documentation, grab your API key, and start integrating!

We’ve streamlined the left menu and reorganized settings so you can find things faster and unlock our newest capabilities. Here’s everything that changed.

🔷 Main Navigation

• Survey Hub (formerly “Home”)

  Your central Surveys Dashboard is now under Survey Hub. No change in functionality—just a clearer name.

• Intelligence Hub (NEW)

  Access AI-powered analysis across your connected data sources.

• Reputation Hub (NEW)

  Monitor and improve your online reputation across channels.

• Inbox (formerly “Response Inbox”)

  Same place for responses and conversations—shorter name, cleaner look.

📊 Data & Integrations

Bring connections and data together for analysis and reporting.

• Integrations

  View and manage all integrations across Survey Hub, Reputation Hub, and Intelligence Hub in one place.

• Data Sources (for Intelligence Hub)

  Connect and manage data sources that power Intelligence Hub analysis.

🧑‍🤝‍🧑 Entities

• Team Members (renamed from “Agents”)

  We’ve standardized terminology: Agents → Team Members, and they now live under Entities.

• Locations

  Moved from Company Settings → Company Data → Locations to Entities for quicker access and consistency.

🏢 Company Settings — Now Simplified

We’ve reorganized Company Settings into clearer sections like Account, Users, Survey Hub, Close Feedback Loop, and Developers. Everything is easier to navigate, and related options are grouped logically so you can find them faster.

🧭 “Where did it move?” (Quick Map)

• Home → Survey Hub
• Response Inbox → Inbox
• Agents → Team Members under Entities
• Locations from Company Settings → Company Data → Entities
• Devices → Offline Surveys (under Survey Hub → Offline Surveys settings)

We're happy to announce that Latvian is now supported across Zonka Feedback!

Whether you're collecting feedback online, in-app, or through widgets, you can now create and deliver surveys in Latvian across all channels, including:

• Web Surveys
• Feedback Widgets
• Mobile SDKs for iOS and Android
• Mobile & Tablet Apps

We’re expanding our regional availability with the launch of the Australia Region for data hosting and residency.
With this addition, you can now choose to host your survey data in Australia, alongside our existing US, EU and India regions.

Key Benefits:

• Data Residency Compliance: Store data within Australia to comply with local data protection and regulatory requirements.
• Improved Performance: Faster load times and response capture for respondents in Australia and nearby regions.
• Data Sovereignty: Ensure your data remains within Australian borders.

Availability

• This update is especially beneficial for businesses operating in or serving customers in Australia, ensuring both regulatory compliance and a better user experience.
• For more information on setting up Australia hosting, please contact our support team.

We're happy to announce that Slovenian is now supported across Zonka Feedback!

Whether you're collecting feedback online, in-app, or through widgets, you can now create and deliver surveys in Slovenian across all channels, including:

• Web Surveys
• Feedback Widgets
• Mobile SDKs for iOS and Android
• Mobile & Tablet Apps

We’re thrilled to announce a brand-new addition to Zonka Feedback: Online Reputation Management with Google Reviews. Now you can take complete control of your Google Business Profile reviews — all from within Zonka Feedback.

Key Features

• Seamless Google Business Profile Connection: Instantly connect your Google Business Profile and automatically sync all your customer reviews into your Zonka Feedback inbox.
• Real-Time Review Sync: Stay updated without delay — reviews are synced in real time the moment they are added.
• Review Analytics & Reports: Access in-depth analytics and detailed reports to understand review trends and performance over time.
• Sentiment Analysis: Get automated sentiment reports to quickly gauge customer feelings and spot issues before they escalate.
• Close the Feedback Loop: Reply to reviews directly from your inbox, ensuring faster responses and improved customer engagement.
• Smart Workflows: Trigger automated workflows based on review content — route negative feedback to support, celebrate positive reviews with your team, and more.
• Location-Based Insights: Compare reviews across multiple business locations and generate location-specific reports for smarter decision-making.

Who Is It For?

• Businesses with one or multiple locations that rely on Google Reviews to attract new customers.
• CX, Marketing, and Operations Teams who want to monitor, analyze, and respond to reviews effortlessly.
• Franchise and location-based businesses needing location-wise reporting and benchmarking.

Ready to elevate your online reputation?
👉 Learn More | Book a Demo