Multilingual email support now extends to surveys sent through Salesforce. Until now, multilingual surveys were limited to other distribution channels. With this update, the surveys your team triggers from Salesforce workflows go out in each customer's own language.

What's New?

🔗 Map the Field That Sets the Language

In your Salesforce Data settings, a new Field that determines the recipient language dropdown lets you map any Salesforce language field — Preferred Language, Locale, Language — to your survey. Once mapped, each contact receives the survey in their own language automatically.

🎯 Stays Off Until You Turn It On

The dropdown defaults to No Mapping. Existing triggers keep running exactly as they do today until you choose a field — nothing changes underneath your live workflows.

📥 Clean Fallback Every Time

When a contact's language field is empty or doesn't match an enabled language, the survey's default template is used, so every recipient still gets a complete send.

Why It Matters

• One mapping replaces per-language sends: map the field once instead of maintaining language-specific Salesforce workflows.
• Consistent with the rest of Zonka: Salesforce-driven outreach now matches the multilingual behavior across your other channels.
• Safe to adopt: opt-in by design, so there's no migration step and no risk to running triggers.

Use Cases

💬 Global support follow-up — Fire a CSAT survey from Salesforce on case closure, localized via the mapped language field.

📈 Multi-region NPS — Run one NPS program across regions with each contact receiving the email in their preferred language.

Plan Availability

Available on all Salesforce Plans

Currently, you can connect Zendesk, Freshdesk, or Intercom and your users sync into Zonka, so feedback gets rated and tied to the right person. Salesforce now works the same way.

We've added automatic, real-time syncing of Salesforce users into Zonka as agents. When your Salesforce team changes, those users show up in Zonka Feedback on their own. No manual import.

This one matters most for case-closure feedback. When you survey after a Salesforce case is resolved, the response ties back to the exact user who handled it, so your user and team reporting stays accurate.

👉 Available on all plans with Salesforce Integration.

Survey throttling already keeps you from over-surveying the same contact. The catch was that it only allowed a fixed set of day intervals.

Now you set the number yourself. One day, two days, whatever cadence suits your program. Throttling runs globally across your account, and when a survey fires through an integration like Zendesk or Salesforce, you can choose to bypass it.

So the gap between surveys is yours to decide, not ours.

👉 Available on all Growth & Enterprise plans.

HubSpot users, your integration just got deeper.

Until now, survey responses synced only to the Contact object in HubSpot. With this update, you can map and sync responses to Companies and Deals as well — opening up a whole new layer of account-level and pipeline-level feedback context.

What's New?

🏢 Sync to Companies

Push NPS, CSAT, and CES scores as Company properties, and log the full response on the Company timeline. Map any survey attribute, response field, or hidden variable to a HubSpot Company property.

💼 Sync to Deals

The same now works at the Deal level. Feedback signals attach directly to open opportunities, with the full response logged on the Deal timeline.

⚙️ Pick the Sync Action That Fits Your Workflow

• Create new — add a fresh record for every response
• Update existing — modify the matched record only
• Create or update — create if no match, otherwise update
• Log activity to timeline — record the response as a timeline event

Why This Matters

Customer feedback rarely belongs to a single person — it belongs to an account and to a deal. This update closes that gap:

• Account-based teams can finally see consolidated feedback at the Company level
• Customer success teams can monitor account health inside HubSpot without external dashboards
• Revenue teams can tie feedback signals to open deals — not just individual contacts

Plan Availability

Available on Professional, Growth, and Enterprise plans.

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 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.

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)