We’re thrilled to announce Zonka AI Feedback Intelligence — built to transform high-volume, unstructured feedback into clarity and action.

Zonka AI unifies feedback from surveys, chats, tickets, reviews, and more into real-time, actionable intelligence. Fueled by Thematic Analysis, Impact & Sentiment Scoring, and Agentic AI, it instantly enlightens CX and product teams with what’s working, what’s broken, and where to focus — across products, services, teams, and locations.

Every comment, review, or chat is decoded into themes and sub-themes that are highly actionable. Powered by NLP, ML, and Generative AI, these insights emerge automatically, adapt to your CX and VoC programs, and help you run multiple analysis projects with ease. Each verbatim is also enriched with Experience Signals like sentiment, intent, churn risk, effort score, urgency, and more — so you don’t just see what customers are saying, but also why it matters and what to do next.

It works seamlessly with Zonka Feedback’s Survey Hub — helping you close the feedback loop, manage responses in a unified inbox, track cases, and automate workflows.

From day one, Zonka AI integrates with data sources like Zonka Feedback Surveys, Intercom, Zendesk, Freshdesk, Jira, Google Reviews, G2 Reviews, App Store, and Play Store Reviews. HubSpot, Salesforce, and 10+ more sources are rolling out soon. And for those using platforms like Typeform, Qualtrics, or SurveyMonkey, Zonka AI will unify those too. For enterprise customers, we’ve already begun developing custom integrations tailored to their systems.

Early access has already started rolling out — many of you who signed up will get access in the coming days. If you haven’t yet, visit www.zonkafeedback.com Or book a demo today.

This is Feedback Intelligence at work — turning overwhelming customer feedback into precise, role-based insights that drive measurable impact.

With excitement,

Rajiv and Sonika

We’re happy to roll out support for Trustpilot as a Data Source in AI Feedback Intelligence. You can now sync Trustpilot reviews into Zonka Feedback and let our AI do the heavy lifting — uncovering patterns, themes, and sub-themes from your public customer feedback

What’s New?

With this new integration, you can:

• 🔌 Connect your Trustpilot account to Zonka Feedback
• 📥 Import reviews by volume or date
• 🤖 Use AI-powered Thematic Analysis to uncover sentiment trends, praise, and pain points
• 🗂️ Organize feedback into digestible Themes & Sub-Themes for better decision-making

Why It Matters

Your Trustpilot reviews are a goldmine of feedback — but manually analyzing hundreds (or thousands) of them is overwhelming. With AI Feedback Intelligence, you can:

• Detect what customers love or dislike about your product, service, or experience
• Spot trending concerns like delivery delays, poor support, or product quality
• Identify hidden opportunities from unsolicited praise or suggestions
• Save time while gaining deeper, structured insights

Who Is It For?

• Customer Experience & Support Teams: Monitor and address recurring complaints
• Marketing Teams: Track brand sentiment and highlight customer love in campaigns
• Product Teams: Use unsolicited feature feedback to guide roadmaps
• Leadership: Understand customer trust at scale to inform strategy

We’re excited to announce a powerful new way to unlock the voice of your mobile app users — Play Store and App Store Integration with AI Feedback Intelligence is now live in Zonka Feedback!

You can now plug in your public app reviews from Google Play and Apple App Store directly into Zonka Feedback, where our AI engine automatically analyzes, categorizes, and uncovers themes and sub-themes — helping you make faster, smarter decisions based on real user sentiment.

🧠 What’s New?

With this integration, you can:

• 📥 Automatically sync reviews from Google Play and Apple App Store
• 🤖 Run AI-powered Feedback Intelligence on user feedback
• 🧭 Discover Themes & Sub-Themes around performance, features, bugs, UI, and more

Why It Matters

Mobile app reviews are loaded with raw user feedback — but they’re often unstructured, scattered, and hard to interpret at scale. With this new integration:

• You can identify key issues like crashes, bugs, or confusing UX
• Spot trending feature requests or praise across app updates
• Understand what’s driving your app ratings up or down
• Avoid sifting through thousands of reviews — let AI do the heavy lifting

Who Should Use This?

• Product Teams: Prioritize improvements and feature development based on real user input
• Mobile App Developers: Quickly detect issues and performance-related concerns
• CX & QA Teams: Understand common pain points post-launch
• Marketing Teams: Monitor app sentiment before or after campaigns/releases

Until now, data piping (inserting dynamic values into your survey) was limited to just the question text. With this update, you can now also pipe dynamic data into the description of a question — allowing for more contextual, customized, and user-aware experiences throughout the survey.

What Can Be Piped?

You can now insert the following dynamic fields into your question descriptions:

• ✅ Choices: Dynamically display selected options or related content in the description.
• 👤 Contact Variables: Include respondent-specific information such as name, email, or organization or other contact attributes
• 🎯 Hidden Variables: Personalize based on hidden fields passed via URL parameters or metadata.
• 🔗 Integration Merge Fields: Pull values from connected tools (Salesforce, Zendesk etc) into the description using merge tags.

 Use Cases

• Hyper-personalized Questions:
  “Hey John, based on your last purchase of {{last_product}}, how would you rate your experience?”
• Contextual Instructions:
  Add hidden variable data like device type, agent name, or ticket ID directly into the description to guide users effectively.
• Dynamic Survey Logic:
  Reflect answers from earlier questions in descriptions for advanced branching and feedback journeys.

🚀 How to Use It

1. Go to your Survey Builder.
2. Select any question and click on the description field.
3. Insert data piping tags like {{contact_name}}, {{merge_ticket_id}}, or dynamic {{choice}} references.
4. Preview your survey to see dynamic content in action.

Available on all plans

You can now authenticate respondents via mobile number and OTP before they access your survey. This ensures that only verified users can view and complete the survey, adding a crucial layer of security and authenticity to your response collection.

Key Highlights

• Mobile Number Verification: Require respondents to enter their mobile number.
• OTP-Based Access: Automatically send a one-time password via SMS to the provided number.
• Survey Access Post-Verification: Only verified users can view and respond to the survey.

Who Is It For?

This feature is ideal for:

• Enterprise users who need secure and authenticated feedback channels.
• Organizations running controlled surveys with specific participant groups.
• Brands looking to validate respondent identity for loyalty programs, rewards, or gated insights.

Available on all plans on request.

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