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

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 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 introduce a powerful addition to Zonka Feedback’s developer toolkit — the Submit Response API! This feature is designed to give developers and integration teams the ability to programmatically submit survey responses from any source, making it easier than ever to automate feedback collection and centralize data.

What is the Submit Response API?

The Submit Response API allows you to send survey responses directly to Zonka Feedback using a simple HTTP POST request. This means you can now collect feedback from any custom-built app, external form, kiosk system, or third-party tool and submit it into Zonka Feedback seamlessly.

Key Highlights

• Fully customizable payloads: Submit responses with complete control over the data, including answers, hidden variables, contact information, and metadata.
• Flexible Identification: Identify respondents using contact details like name, email, phone, or user ID.
• Secure and Reliable: Authentication using your Zonka Feedback API Key ensures your submissions are secure.
• Real-time Data Ingestion: Responses appear instantly in your Zonka Feedback dashboard, ready for analysis or workflows.

Use Cases

1. Integrate with Custom Apps
   Submit feedback from your in-house applications or CRMs directly to Zonka Feedback.
2. IoT and Kiosk Surveys
   Collect responses from kiosks or hardware devices and push data via the API.
3. Offline Feedback Collection
   Capture responses offline and submit them in bulk when connectivity is restored.
4. Centralizing Feedback from Multiple Tools
   Use the API to consolidate responses from external tools or platforms into a single feedback system.

Ready to Get Started?

Head over to the Submit Response API documentation, grab your API key, and start integrating!

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 happy to announce that Latvian 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 Latvian across all channels, including:

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