You can now send Two-Way SMS surveys automatically through your Zendesk triggers. Your customers can respond to the survey right in their SMS conversation.

What’s new
When you create or edit a Zendesk trigger in Zonka Feedback, you’ll now see Two-Way SMS Survey as a channel option alongside Email Survey and SMS Survey. You can choose when the SMS is sent, decide whether to ignore throttling, and set ticket conditions (for example, sending only when a ticket has specific tags), just like your other triggers.

How to set it up
Go to your survey → Integrations → Zendesk → Send Zonka Feedback survey automatically → create or edit a trigger → select Two-Way SMS Survey → configure timing, throttling and conditions → Save.

Important: Make sure your customers’ mobile numbers in Zendesk include the country code (for example, +1, +44, +91). SMS can’t be delivered to numbers without one.

ou can now control exactly which attributes Zonka Feedback sends to your connected integrations, and set it separately for each survey.

Open any integration from your survey’s Integrations tab and click Attributes to Sync. Toggle each type on or off:

• Contact Attributes — email, mobile, name and other contact information
• Response Attributes — location, agent and other response details
• Hidden Variables — values passed when the survey is sent
• Integration Attributes — data from connected integrations such as Salesforce, Shopify and Zendesk
• Sentiment Analysis — new

Sentiment Analysis is new in this release. AI-detected sentiment, intent, urgency and emotion now sync with the response, so the ticket your agent opens carries the read on the feedback and not just the feedback itself.

Your selection applies to that survey and that integration, across ticket creation, notifications and full response sync. Set it once per survey, or vary it — a detailed ticket in your helpdesk and a lighter notification in Slack.

All five types are on by default.
Learn more about Attributes to Sync

Reach more of your customers right from Salesforce. You can now send SMS surveys automatically when something happens in Salesforce, and make sure customers without an email address still get your survey through Fallback to SMS.

📱 Automated SMS Surveys from Salesforce

Just like Salesforce email triggers, you can now send SMS surveys automatically whenever a Salesforce event fires, such as a Case being closed or a deal being won.

• Choose the trigger object: pick the Salesforce object that sends the SMS (e.g., Case, Contact or any custom object)
• Map recipient details: select the fields that hold each customer’s name and phone number
• Carry Salesforce data onto responses: add merge fields like Case ID, Account ID or Contact ID to every response, then filter and report on them
• Send in your customer’s language: map a language field so each customer gets the SMS in their own language
• Customize your message: edit your SMS template anytime, including multilingual versions

How to set it up: Go to Distribute → SMS & WhatsApp → Trigger via Integrations → Salesforce → Configure.

⚠️ Make sure phone numbers in Salesforce include the country code (e.g., +1, +91). SMS can’t be sent to numbers without one.

✉️➡️📱 Fallback to SMS for Salesforce Email Triggers

Some Salesforce records have a phone number but no email address. With Fallback to SMS turned on, your email trigger automatically sends the survey by SMS when a record has no email, so no customer gets skipped.

• Email always comes first: if a record has both an email address and a phone number, the survey is sent by email only, so customers never receive it twice
• No extra Salesforce setup: the same Endpoint URL works for both email and SMS, so there’s no new Outbound Message or Flow to create
• Easy to enable: set up the SMS trigger on the same Salesforce object as your email trigger, configure your SMS template, and switch on the toggle

How to turn it on: Go to Distribute → Email → Trigger via Integrations → Salesforce → Configure, then switch on Fallback to SMS in the Configure Email tab.

📖 Learn more: Integration with Salesforce

Your survey responses can now update the right Salesforce record using the identifiers you already have. With the new Update fields on an existing — match by any field action, you can match any Salesforce field to a hidden variable in your survey. That includes Account ID, Email, Lead Source, or a custom field.

What you can do

• Match on any Salesforce field by pairing it with a Zonka Feedback hidden variable
• Add multiple conditions to match more precisely. A record is matched only when all conditions are true.
• Decide what happens when no record matches: skip the response, or create a new record instead
• Decide what happens when several records match: update the most recently modified one, or update all matched records (up to 200)

If you don’t choose an option, a response with no match is skipped. A response that matches more than one record fails and is logged as an error, so nothing gets updated by mistake.

How to set it up
Open your survey and go to Integrations → Salesforce → Add Mapping. Under Select an Action, choose Update fields on an existing — match by any field.

👉 Learn more in our help article

You can now cap how many responses a single survey collects. Once it reaches the limit, the survey stops collecting on its own — across survey links, QR codes, email, SMS, WhatsApp, web widgets and devices. No more remembering to switch a survey off.

Choose how often the quota resets:

• Per day — resets at midnight in your timezone
• Per week — resets every Monday
• Per month — resets on your billing renewal date, alongside your response credits
• Lifetime — never resets; the survey closes once the limit is reached

A few things worth knowing:

• Partial and completed responses both count towards the quota.
• You’ll get an email and in-app alert at 80% and 90%, so you can raise the limit before the survey pauses.
• Reset the counter whenever you like to start collecting again — responses already collected are kept.
• Collecting on devices? They carry on capturing offline and sync automatically once the quota resets.

You’ll find it under Build → Settings → General Settings → Response Quota.

Available on the Enterprise plan. Learn more →

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 → 

We're excited to roll out the Zonka Feedback MCP Server — a new way to work with your customer feedback right inside the AI tools your team already uses, like Claude and ChatGPT.

Until now, getting answers from your feedback meant opening dashboards, building reports, or exporting data. With the MCP server, you just ask — in plain language, from your AI assistant, using your live Zonka Feedback data.

What's New?

🔗 Connect your AI tools to Zonka Feedbackng dashboards, building reports, or exporting data. With the MCP server, you simply ask—in plain language, from your AI assistant—using your live Zonka Feedback data.

Link Claude, ChatGPT, or any MCP-compatible tool to your account in a couple of clicks. Zonka Feedback is listed in the Claude connector directory, so there's nothing to wire up by hand.

🧠 Ask questions in plain language

Query your survey responses, NPS, CES, CSAT, and sentiment, online reviews and reputation, and your AI Feedback Intelligence themes — down to the verbatim quotes behind them — just by asking. No exports, no query language.

🔐 Grounded in your data, scoped to your permissions

Every connection signs in with OAuth and runs with that user's own role and access. The connector is read-only — it reads and analyzes your feedback, and never changes your account.

Why It Matters

• Answers where you already work: pull feedback insights inside your AI assistant, not another tab.
• Skip the export-and-analyze loop: go from question to answer in seconds.
• Trustworthy by design: read-only, permission-aware, and traceable back to real customer responses.

Example Use Cases

📊 Track your metrics — "What's our NPS this quarter, and how does it compare to last?"

🧠 Find what's driving sentiment — "Which themes are behind our negative feedback right now?"

⭐ Watch your reputation — "What's our average review rating this year, and how many did we reply to?"

Plan Availability

Available on all plans. An account admin turns it on under Settings → AI Governance → AI Features → Agents & MCP, after which everyone on the account can connect their own AI tool.

Learn more here

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 →