You can now filter responses by hidden variables and contact attributes using the Responses API. This lets you fetch only the feedback you need, such as responses from a specific store, channel or customer segment, without pulling everything and filtering it yourself.

How it works

• Hidden variables: Use the hidden variable name as the query parameter.
  store_location=Downtown,Airport
• Contact attributes: Add the prefix contact_ to the attribute name.
  contact_plan=Pro,Enterprise
• Multiple values: Separate values with commas to match any of them.

You can combine these with existing filters like surveyId, startDate and limit.

Example

GET /responses?store_location=Downtown,Airport&contact_plan=Pro,Enterprise

This returns responses from the Downtown or Airport stores, submitted by contacts on the Pro or Enterprise plan.

Use cases

• Sync feedback for specific locations or regions into your BI tools
• Analyse responses by customer plan, tier or segment
• Build focused reports without extra filtering on your side

View the Responses API documentation → 

Your CRM and helpdesk can now show more than what customers said. They can also show how customers felt and what they need. 🎯

You can now map Sentiment, Emotion, Intent, and Urgency to fields in Salesforce, HubSpot, Intercom, and every other integration that supports one-to-one field mapping.

How to set it up

1. Go to your survey → Integrations and open the integration you want.
2. Create a new mapping or edit an existing one.
3. Under Map Fields, click + Add Attribute.
4. Choose Sentiment, Emotion, Intent, or Urgency, then pick the field it should sync to.
5. Click Save.

From then on, each new response sends its AI-detected signals to the fields you mapped.

What your teams can do with it

• Sales: flag deals where sentiment from key contacts turns negative.
• Customer Success: build churn-risk views from frustrated or disappointed customers.
• Support: prioritize and route conversations by urgency and intent.

Your teams can act on feedback signals in the tools they already use, without logging into Zonka Feedback.

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 →

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