When Zonka sends a response to a connected tool — creating a ticket, posting a notification, or syncing the full response — it now carries every attribute on that response, not just the survey answers and a fixed set of contact fields.

Now included:

• Contact attributes — email, mobile, name and any other contact fields
• Response attributes — device, location, & agent etc.
• Hidden attributes — values you pass at send time
• Integration attributes — order, ticket and record data from the integration that triggered the survey

Attributes also travel across integrations, not just back where they came from. A Shopify post-purchase survey response now carries its order ID, order total, line items and shipping type into the Zendesk ticket it creates — so your team sees the order behind the feedback without leaving the helpdesk.

This works across ticket creation, notifications and full response sync, in every integration you've connected.

Salesforce mappings used to force a choice up front: create a new record, or update an existing one. Pick wrong and you got duplicate Contacts, or updates that went nowhere.

Custom Mapping now has a fourth action: Create or update a record using an External ID.

Choose a Salesforce field you already use to identify customers — account number, CRM ID, subscription reference — and every response is checked against it. Match updates the record. No match creates one.

Get the identifier onto a response three ways:

• Survey link — ?sf_External_Field_1__c=Get%20Started (sf_ prefix + the Salesforce API name)
• Survey question — pick it in the Match Value dropdown
• Salesforce email trigger — pass the field through and it rides along with the survey

Set it up under Integrations → Salesforce → Add Mapping. Only fields marked as External ID in Salesforce appear — mark yours Unique too, or a value matching multiple records won't sync. Matching is exact, case and spacing included.

Setup guide →

Tested your Salesforce integration in a sandbox? Take it live without rebuilding anything from scratch.

What is Sandbox to Production migration?

From your survey's Integrations → Salesforce screen, select Switch to Production and authorise your production org. Your mappings, filters, email trigger configuration, and synced users all carry over as they were. Zonka then validates the configuration against your production org and shows you a summary of what transferred — and flags anything that needs attention.

Whether you're:

• Moving a fully configured integration to production after UAT
• Preserving complex field mappings you don't want to redo manually
• Carrying over email trigger settings and synced user configurations
• Checking what transferred before anyone goes live

💡 Key Use Cases

Zero-rebuild go-live Switch orgs with one authorisation step and keep everything intact. Example: A RevOps team spent two weeks mapping custom fields and configuring triggers in sandbox — they switch to production in minutes, nothing lost.

Automatic field validation Zonka checks every mapped field against your production org and surfaces mismatches immediately. Example: A field that existed in sandbox but wasn't deployed to production gets cleared automatically — the rest of the mapping keeps working without interruption.

Pause and recover missing objects If an entire object is missing in production, that mapping is paused rather than deleted. Example: A custom object wasn't deployed yet — once it's created in production, use Re-validate to bring the mapping back without reconfiguring it.

Available on all Salesforce Plans

Slice your Response Inbox and survey reports using the Salesforce data already attached to your responses — no extra configuration needed.

What is Salesforce response filtering?

Any Salesforce merge field you've selected on a survey's automated email trigger is automatically available as a filter under + Add Filter → Salesforce Merge Fields. Conditions adapt to the field type, so you get the right operators for text, dates, numbers, and picklists — including the actual values held in Salesforce.

Whether you're:

• Filtering by account owner to review responses by rep
• Segmenting by a date field to track a specific campaign window
• Narrowing down by picklist value like region or plan tier
• Combining a Salesforce field with an NPS segment and a date range

💡 Key Use Cases

Segment by account or ownership Filter responses to a specific account owner or team directly from your report. Example: A CX lead wants to see all detractor responses from accounts owned by the enterprise sales team — done in two clicks.

Track campaign or lifecycle cohorts Use date or ID fields from Salesforce to isolate responses tied to a specific onboarding batch or renewal cycle. Example: Filter by Onboarding Start Date to see feedback from customers in their first 30 days.

Build and share focused views Combine Salesforce filters with existing ones, save the result as a view, or share it via URL with your team. Example: An ops manager shares a pre-filtered report with the customer success team every Monday — no manual exports.

Worth knowing: filters are survey-specific and only show merge fields on that survey's own trigger. Responses collected outside Salesforce — via web link or SMS — will appear as Not Filled.

Available on all Salesforce Plans

What does the Klaviyo integration do?

Every survey response can now automatically update a Klaviyo profile, add a respondent to a list, or trigger a flow — with no manual exports or data wrangling. The integration works both ways: pull Klaviyo contacts into Zonka to survey them, or push feedback back into Klaviyo to personalize your campaigns.

Whether you're:

• Syncing NPS, CSAT, or CES scores to Klaviyo profiles for real-time segmentation
• Adding respondents to lists like NPS Promoters or detractors-to-win-back on submit
• Embedding a survey question directly into a Klaviyo email campaign
• Triggering survey sends automatically from a Klaviyo flow
• Keeping contacts in sync across both platforms without manual imports

💡 Key Use Cases

Segment by feedback, not just behaviour Map survey scores to Klaviyo profile properties and build segments the instant feedback lands. Example: Detractors from your post-purchase NPS flow automatically enter a win-back sequence — no manual tagging needed.

Embed surveys inside Klaviyo emails Drop a question, button, or hyperlink into any campaign using ready-made HTML. Responses tie back to the Klaviyo profile, so you can act on them without switching tools. Example: A one-click CES question inside your onboarding email, with scores synced to the contact's profile.

Keep both platforms in sync Two-way sync pulls Klaviyo profiles into Zonka as contacts and keeps them current — automatically or on demand. Example: A new list segment in Klaviyo is available in Zonka for survey targeting within minutes, with no CSV in sight.

🔗 View Integration Guide →
🔗 Find us on the Klaviyo Marketplace →

Available on Growth plan and above.

Export the responses behind any theme or sub-theme as a CSV — filtered, column-picked, and delivered to your inbox.

Click the export icon on the filter bar, next to a theme title, or on any sub-theme card. Select a date range, choose your columns, and you're done. Each row is one response × one sub-theme, so sentiment stays accurate even when a response is tagged under multiple sub-themes.

💡 Key Use Cases

Theme-level exports for focused analysis Export exactly the responses tagged to a theme or sub-theme — nothing else. Example: A CX manager spots a spike in "Billing Confusion" and exports just those responses to share with the Finance team.

Accurate sentiment per tag Because each row is one response × one sub-theme, a response tagged under three sub-themes appears three times — each with its own sentiment intact. Example: A response mentioning both "Onboarding" and "Support Speed" shows up under each, so neither theme's sentiment gets diluted.

Flexible column selection Choose only the columns relevant to your audience before exporting. Example: A quarterly review export includes response text, NPS score, and account name — nothing else cluttering the sheet.

Worth knowing: the CSV is delivered by email and the download link is valid for 5 days.

Available on Growth and Enterprise plans with Intelligence Hub addon.

You can now see exactly what your integrations are doing — every event, every status, in one place with Integration Logs. They are useful in the following ways.

• Confirming a sync ran after a specific response came in
• Checking whether a failed event affected a particular record
• Auditing which responses triggered your integration over a date range
• Troubleshooting before raising a support request

💡 Key Use Cases

Know when something goes wrong — before it becomes a problem Failed events surface immediately with enough context to act. Example: Three responses didn't sync to your CRM — the log shows exactly which ones, so you can follow up without waiting on support.

Confirm your setup is working After configuring a new integration, verify it's firing correctly without guessing. Example: A new Klaviyo integration was set up yesterday — the log confirms responses are syncing to the right profiles.

Answer audit questions yourself 30 days of history means you don't need to raise a ticket every time someone asks "did this run?". Example: Confirming whether a webhook fired for a specific account before a customer call.

Available on all plans

Great news — Zonka Feedback now supports Gupshup as a WhatsApp messaging provider, alongside Infobip!

Why this matters
If your team already uses Gupshup for WhatsApp Business messaging, you can now connect it directly to Zonka Feedback and start sending survey invites, feedback requests, and follow-ups — no extra tools needed.

What's new

• New provider option: Choose "Gupshup" from the Provider dropdown under Settings → Survey Hub → WhatsApp Surveys.
• Simple setup: Just add your Gupshup API Key, App Name, App ID, and WhatsApp Sender number to get connected.
• Same great workflow: Once connected, sending surveys works exactly as before — configure your WhatsApp template, map placeholders, preview the message live, add recipients (manually, via contact segments, or CSV import), and send.
• Full visibility: Track every message with WhatsApp Survey Logs, so you always know what's been sent, delivered, and responded to.

How to get started

1. Go to Settings → Survey Hub → WhatsApp Surveys → WhatsApp Setup
2. Select Gupshup from the Provider dropdown
3. Enter your API Key, App Name, App ID, and Sender number, then hit Update
4. Head to Distribute → SMS & WhatsApp to configure your template and send your first survey

Don't have a Gupshup account yet, or want help connecting a different sender? Reach out to us at [email protected] — we're happy to help.

We're excited to roll out account-wide AI Governance — one place for admins to control every Zonka Feedback AI capability across your account.

Until now, AI features ran by default with no central switch. With this update, account owners decide which AI is available, to whom, and where — so your team only works with the capabilities you've approved.

What's New?

🛡️ Account-wide on/off control — Enable or disable AI per hub (Survey Hub, Reputation Hub, Intelligence Hub) for every user at once.

🧠 Granular signal control — Choose exactly what AI extracts from each survey response and review: Sentiment, Intent, Emotion, and Urgency. Turn off what you don't want your team acting on.

🌐 AI survey creation & translation toggles — Keep or remove AI-assisted survey building and AI translation independently of the rest.

Why It Matters

• Policy alignment: Match your AI usage to your organization's internal AI-use policy and data-handling rules.
• Consistency: Everyone in the account works from the same approved set of AI capabilities — no ad hoc variation.
• Simple control: One screen, clear toggles. No tickets, no config files, no waiting on support.

Use Cases

🏢 Approval-gated rollout — A security-conscious team keeps specific extractions off until internal sign-off, then flips them on account-wide.

🗂️ Standardized access — An admin sets one consistent AI posture so every user across teams sees the same capabilities.

Who Is It For?

• Admins / account owners: one control surface for all AI.
• Security & governance leads: a clear view of what AI is enabled.

Timing matters as much as targeting. A survey that lands at 3 AM in a recipient's timezone is far less likely to get a response than one that lands during their morning coffee. With Smart Send, Zonka Feedback now delivers your surveys within a preferred time window based on each recipient's local timezone — automatically.

What's New?

🌍 Timezone-Aware Delivery Smart Send detects each recipient's local timezone and holds delivery until it falls within your chosen sending window — instead of firing every survey the moment a trigger or schedule kicks off.

🕐 Three Delivery Windows to Choose From Pick the window that fits your audience:

• Morning (8:00 AM – 12:00 PM) — for a focused, start-of-day nudge
• Business Hours (8:00 AM – 5:00 PM) — the standard workday window
• Extended Day (8:00 AM – 8:00 PM) — widest reach across the day

All windows run Monday to Friday, so surveys never land on a recipient's weekend.

🔌 Works Across Every Channel Smart Send applies uniformly across Email, SMS, WhatsApp, scheduled campaigns, and workflow-triggered sends — one setting, consistent behavior everywhere.

Why This Matters

Sending at the wrong hour is one of the quietest reasons response rates underperform — recipients simply aren't in a position to engage. With Smart Send, you can:

• Improve response rates by reaching people when they're actually available
• Avoid survey fatigue from odd-hour delivery
• Maintain a consistent, professional send cadence across global audiences
• Set it once and let delivery timing take care of itself

A Note on Auto Pilot

Smart Send controls when within the day a survey is delivered based on recipient timezone. It does not change how Auto Pilot schedules recurring cycles (every 3, 6, 12 months, etc.) or its Smart Distribution logic across a cycle — those continue to work exactly as before. The two features operate independently and can be used together.

Getting Started

Go to Settings → Survey Hub → Throttling & Smart Send and toggle on Smart Send, then choose your delivery window.

👉 Learn more about Smart Sending — Help Center

Plan Availability: Available on Growth, and Enterprise plans.