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 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

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.

We’re expanding our regional availability with the launch of the Australia Region for data hosting and residency.
With this addition, you can now choose to host your survey data in Australia, alongside our existing US, EU and India regions.

Key Benefits:

• Data Residency Compliance: Store data within Australia to comply with local data protection and regulatory requirements.
• Improved Performance: Faster load times and response capture for respondents in Australia and nearby regions.
• Data Sovereignty: Ensure your data remains within Australian borders.

Availability

• This update is especially beneficial for businesses operating in or serving customers in Australia, ensuring both regulatory compliance and a better user experience.
• For more information on setting up Australia hosting, please contact our support team.

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

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

We’re thrilled to announce a brand-new addition to Zonka Feedback: Online Reputation Management with Google Reviews. Now you can take complete control of your Google Business Profile reviews — all from within Zonka Feedback.

Key Features

• Seamless Google Business Profile Connection: Instantly connect your Google Business Profile and automatically sync all your customer reviews into your Zonka Feedback inbox.
• Real-Time Review Sync: Stay updated without delay — reviews are synced in real time the moment they are added.
• Review Analytics & Reports: Access in-depth analytics and detailed reports to understand review trends and performance over time.
• Sentiment Analysis: Get automated sentiment reports to quickly gauge customer feelings and spot issues before they escalate.
• Close the Feedback Loop: Reply to reviews directly from your inbox, ensuring faster responses and improved customer engagement.
• Smart Workflows: Trigger automated workflows based on review content — route negative feedback to support, celebrate positive reviews with your team, and more.
• Location-Based Insights: Compare reviews across multiple business locations and generate location-specific reports for smarter decision-making.

Who Is It For?

• Businesses with one or multiple locations that rely on Google Reviews to attract new customers.
• CX, Marketing, and Operations Teams who want to monitor, analyze, and respond to reviews effortlessly.
• Franchise and location-based businesses needing location-wise reporting and benchmarking.

Ready to elevate your online reputation?
👉 Learn More | Book a Demo

From feedback to action — all in one place.

We're excited to roll out one of our most impactful features yet — Tickets & Cases — designed to help your teams close the feedback loop and turn insights into outcomes, faster than ever.

What’s New?

With Tickets & Cases, you can now:

• Automatically convert survey responses into actionable tickets or cases
  — Whether it’s a low CSAT score, an unresolved issue, or a product bug, responses can be converted into internal tasks instantly.
• Track issues, manage follow-ups, and ensure resolutions from within Zonka Feedback
  — No need to jump between tools. Assign, update, and resolve — all from your feedback dashboard.
• Assign cases to team members with due dates and notes, keeping ownership and accountability crystal clear.
• Get real-time notifications and status updates so you never miss a beat when it comes to customer concerns.

Why You’ll Love It

• Close the loop faster: Take immediate action on negative or critical feedback
• Stay organized: Centralize customer issues, complaints, and tasks
• Improve CX: Respond to every piece of feedback with resolution, not just acknowledgment
• Boost internal collaboration: Share context, add notes, and tag teammates for efficient handling

Who Is It For?

This feature is a game-changer for:

• CX & Support Teams who need to address feedback systematically
• Product Managers tracking feature requests and bugs
• Operations Teams closing service gaps and ensuring SLAs
• Marketing & Account Managers keeping track of VIP client feedback and escalations

Seamless Integration

Tickets & Cases work hand-in-hand with your existing Zonka Feedback Workflows, Tags, CX Metrics, and Integrations like Zendesk, Freshdesk, and Jira — bringing even more automation and power to your feedback management.

🚀 Ready to Get Started?

1. Head to your Response Inbox
2. Select a response and click on “Create Ticket/Case”
3. Assign it to your team and track it through resolution!

Got questions or want to set it up for your team? Reach out to us at hello@zonkafeedback.com or 👉 Book a Demo