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)

We're happy to announce that Slovak 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 Slovak across all channels, including:

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

We’re introducing a new way to make your surveys truly your own: Custom CSS – now available on request.

What is it?

With Custom CSS, you can apply your own style sheets directly to your surveys. This allows you to fully align the survey look and feel with your brand’s design guidelines, ensuring a consistent experience for your respondents.

What You Can Do

• Match Your Branding: Apply custom fonts, colors, and layouts.
• Fine-Tune Styling: Adjust spacing, borders, buttons, and more to achieve the exact design you want.
• Create Unique Experiences: Go beyond default themes to deliver a survey design that fits seamlessly into your website, app, or product.

Availability

• Available across all surveys.
• Access on Request – please reach out to our support team or your account manager to enable it.

Fixed an issue with Google Sheet Integration which resulted in syncing and adding duplicate records in connected Google Sheet.

While taking feedback on websites, in-product and in-app, it’s very crucial to show the surveys on the right pages. 

You can now add multiple target links and pages when launching web widgets like a side tab feedback button, popup surveys, slide up and bottom bar. Once you set this, the widgets will automatically launch on the targeted pages. You don't need to update the JS Code on the website. 

This gives you greater flexibility to control where your visitors and users view the survey making your surveys very relevant. 

Link Surveys, QR Code Surveys and Web Embed Surveys now have a new home. You can find them in the 'Link' tab in the Survey Distribution section. While all web widgets continue to exist in the 'Web' distribution tab. 

We were made aware through customer feedback and queries, that it wasn't the easiest to find Link and Web Embed options when they were placed in the Web Widgets tab. And therefore decided to give you an easier way to find and start using Link and Embed Surveys.