You can now connect your Intercom chat and message data to Zonka Feedback’s AI Feedback Intelligence to uncover key Themes and Sub-Themes from your customer conversations.

This integration makes it easier to analyze large volumes of support and chat data using AI — helping you identify common issues, trends, and opportunities without manual effort.

What’s New?

With this new data source integration, you can:

• 🔌 Sync Intercom conversations into Zonka Feedback
• ⚡ Run AI-powered Thematic Analysis on messages, support chats, and replies
• 🔍 Instantly identify patterns, issues, and feedback trends
• 🔄 Automatically sync new data from closed conversations in real time

Why You’ll Love It

Intercom is where your customer voice lives. Now, with Zonka Feedback's AI Feedback Intelligence:

• Spot recurring support issues without reading every conversation
• Cluster feedback into actionable categories and sub-categories
• Eliminate blind spots and empower every team — from support to product
• Prioritize improvements backed by real chat data

Who’s It For?

• CX & Support Teams: Surface the top issues impacting customer satisfaction
• Product Managers: Get direct insight into bugs, requests, and friction points
• Marketing & Ops: Understand sentiment, blockers, and pre-conversion drop-offs
• Leaders: Drive decisions with unfiltered, real-time customer voice

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 embed the first survey question directly into Salesforce email templates and personalize the email using Salesforce merge fields like {{Contact.FirstName}}, {{Account.Name}}, {{Case.CaseNumber}}, and more.

This means your emails can:

• Display a personalized greeting,
• Embed the first survey question inline (like an NPS or rating question),
• Pass dynamic Salesforce data directly into the survey for richer context and reporting.

Supported Merge Fields

The following Salesforce merge fields can be included in your email templates:

• 👤 Contact Fields (First Name, Last Name, Email, etc.)
• 🏢 Account Fields (Company Name, Industry, etc.)
• 🎟️ Case Fields (Case Number, Subject, Status)
• 💼 Opportunity Fields
• 🔁 Custom Fields from any connected Salesforce object

These merge fields are automatically passed as hidden variables into Zonka Feedback, enriching survey responses with Salesforce data without requiring user input.

📌 Use Cases

• Post-Ticket Feedback:
  “Hi {{Contact.FirstName}}, how satisfied are you with the resolution of Case #{{Case.CaseNumber}}?”
• Onboarding or Sales Journey Feedback:
  “{{Contact.FirstName}}, tell us how the onboarding experience for {{Account.Name}} went.”

Available for all plans with Salesforce Integration enabled.

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.

You can now apply Contact Segments as filters in Survey Analytics — making your feedback insights more targeted and meaningful.

What’s New

• Use dynamic or static segments as filters in reports.
• Filter analytics based on contact attributes, behavior, scores, and interactions.
• Analyze feedback from specific groups like VIPs, churn risks, or new users.

Benefits

• Deeper, segment-specific insights.
• Smarter comparisons across user groups.
• More powerful, personalized analytics.

Available on all plans with access to Segments and Survey Analytics.

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’re excited to roll out a highly requested improvement to our Zendesk Integration — Ticket-based Survey Throttle.

What’s New?

With Survey Throttle, you can now ensure that email and SMS surveys are sent only once per ticket, even if the ticket is updated multiple times. This eliminates the frustration of customers being surveyed repeatedly for the same issue.

• ✅ One Survey Per Ticket – Customers won’t receive duplicate surveys on the same resolved ticket.
• ✅ Applies to Email & SMS – Works seamlessly across both survey distribution channels.
• ✅ Flexible Control – You can enable the Survey Throttle option across all Zendesk mappings, giving you consistency and peace of mind.

Benefits it brings

• Better Customer Experience – Avoid survey fatigue and improve response quality.
• Cleaner Data – Get more accurate feedback by preventing duplicate responses.
• Smarter Workflows – Keep your support automation simple without risking over-communication.

Availability

• This feature is available immediately for all accounts using the Zendesk Integration.
• No extra cost — included in your existing plan.