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Zoho Blog</title><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/theme/css/zoho-blogs-wp-theme.css" /><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/common/css/zohodblogs.css" /><script type="text/javascript">(function(w,s){var e=document.createElement("script");e.type="text/javascript";e.async=true;e.src="https://zohotagmanager.cdn.pagesense.io/ztmjs/9e14ca550fb345518206a5a65a40a7a9.js";var x=document.getElementsByTagName("script")[0];x.parentNode.insertBefore(e,x);})(window,"script");</script></head><body site="zohodblogs" data-prdname="survey" data-prdname-display="Zoho Survey" class="post-template-default single single-post postid-4444 single-format-standard i18n-en category-survey path-node page-node-type-article-content"><div id="page" class="site"><div class="site-inner"><header id="masthead" class="site-header" role="banner"><div class="header-nav"><div class="brand-logo"><div class="hamburger-btn"><div class="hamburger-bar"></div></div><a href="/blog/" rel="home">Blog</a></div><div class="header-right-bar"><div class="header-search"><span class="btn-search fa fa-search icon-button-search"></span><form action="/blog/" method="get" role="search" id="searchform_topbar" class="search-top-bar-popup search-form"><label><span class="screen-reader-text">Search for:</span><input type="search" class="search-field-top-bar" id="search-field-top-bar" placeholder="Search…" value="" name="s" /></label><button type="submit" class="search-submit search-top-bar-submit" id="search-top-bar-submit"><span class="fa fa-search header-search-icon"></span><span class="screen-reader-text">Search</span></button></form></div><div class="language-selector header-lan-picker disabled"><span class="select-language"></span></div></div></div></header><div class="header-product-link"></div><div id="content" class="site-content container"><div id="primary" class="content-area row"><main id="main" class="site-main col-md-8 col-sm-12 col-xs-12" role="main"><article id="post-4444" class="post-4444 post type-post status-publish format-standard has-post-thumbnail hentry category-zoho-survey tag-customer-satisfaction-survey tag-customer-support tag-customer-support-software tag-integration tag-online-survey tag-support-software tag-survey-integration tag-zendesk tag-zoho-integrations tag-zoho-survey"><header class="entry-header"><h1 class="entry-title">Zoho Survey-Zendesk integration helps you identify gaps in your customer support</h1><div class="entry-info"><div class="posted-info"><span class="posted-on">Posted on <time class="entry-date published" datetime="19-04-26IST06:31:25+00:00">April 26, 2019</time></span><span class="posted-on updated-on">Last Updated On <time class="entry-date published updated" datetime="22-12-03IST21:10:42+00:00">December 3, 2022</time></span><span class="author-info"> by <a href="/blog/author/sangeeta-bose">Sangeeta Bose</a></span></div><span class="read-info"><span class="read-time">4</span> Mins Read</span></div></header><div class="entry-content"><p><p data-textformat="{" data-doc-id="4972808000000374001"><img class="aligncenter size-full wp-image-58062" src="https://blog.zohowebstatic.com/sites/zblogs/images/survey/blog-integration-zendesk-and-zoho-survey-2019-04.jpg" alt="Integration-Zendesk-and-Zoho-Survey" width="2000" height="1050" /></p></p><p><p class="zw-paragraph" data-textformat="{" data-doc-id="4972808000000374001">When technology fails,聽it can mess with your work. A sudden software bug can prevent an employee from logging onto聽their computer and responding to an聽important client, stalling the entire team's work for the day.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">It is in moments like these, that 24-hour customer support engineers put their cape on and save the day!</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">The support desk is an indispensable part of any large organization. Not only do they attend and resolve clients doubts, but they help better the relationship between the company and its customers. Because it's just a crucial role, there's a need to monitor whether it is being done right.<span class="EOP">聽</span></p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">Are customers satisfied with the help desk service I am providing?</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">If not, why aren't they satisfied?</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">But how do you make sure you are carefully monitoring your customer support and making sure that they are top-of-the-notch and resolving your clients' every doubt?</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">It quite simple: You survey your customers.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">Surveys help customers by letting support agents know exactly what problems the customers are facing. Surveying your customers can help your agents build deeper customer relationships.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">Sending out a survey will help you with your:</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"><strong>A. Strategy:</strong>聽Using a help desk survey feedback, for example,聽you can</p></p><p><ol type="" data-list-id="77834148" data-list-format="{" data-spl-bullet-format="{}"></p><p><li></p><p><p id="" class="zw-paragraph heading0" data-header="0" data-textformat="{" data-list-id="77834148" data-list-info="{">Understand聽the levels of customer satisfaction</p></p><p></li></p><p><li></p><p><p id="" class="zw-paragraph heading0" data-header="0" data-textformat="{" data-list-id="77834148" data-list-info="{">Determine the factors that make for good and bad customer experiences</p></p><p></li></p><p></ol></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{"><strong>B. Goals:</strong> This results and analytics from the survey will then聽help the team realize</p></p><p><ol start="3" type="" data-list-id="77834148" data-list-format="{" data-spl-bullet-format="{}"></p><p><li></p><p><p id="" class="zw-paragraph heading0" data-header="0" data-textformat="{" data-list-id="77834148" data-list-info="{">What they need to work on so that they can provide better service</p></p><p></li></p><p><li></p><p><p id="" class="zw-paragraph heading0" data-header="0" data-textformat="{" data-list-id="77834148" data-list-info="{">How to improve productivity within the team</p></p><p></li></p><p></ol></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">Administering a helpdesk聽for a large organization聽is a huge task, but with聽the correct tools, the task can be made a lot聽easier.聽<a href="https://www.zendesk.com/">Zendesk</a> helps build help desk, call center, and live chat software for better customer relationships. It allows multiple channels like email, social media, phone, and chat to be fused into a single platform from which users can manage all these components.</p></p><p><p class="zw-paragraph heading0" data-header="0" data-textformat="{">Using the聽<a href="https://www.zendesk.com/apps/support/zoho-survey/?source=app_directory">Zoho Survey and Zendesk Inc. integration</a>, IT support teams can ask employees the right questions to get just the answers they are looking for.</p></p><p><p class="zw-paragraph" data-textformat="{">Using the Zoho Survey and聽Zendesk integration helps you聽email ready-made surveys聽to your Zendesk customer lists in a聽single聽click.聽Don't worry about suiting your industry needs either; we have 200+ diverse templates catering to almost every聽type of聽survey you can think of.</p></p><p><p class="zw-paragraph" data-textformat="{">Client lists from Zendesk are automatically synchronized with Zoho Survey so that you can send out tailor-made surveys to the right people in minutes.<span class="EOP">聽</span></p></p><p><p class="zw-paragraph" data-textformat="{">So we have discussed what you can do with the answers for a survey, and how they can help you get better.</p></p><p><p class="zw-paragraph" data-textformat="{">But what are the right reasons for your customer support team to conduct a survey? Here are a few common instances: <span class="EOP">聽</span></p></p><p><p class="zw-paragraph" data-textformat="{"><strong>1.聽Gaining deeper insight聽</strong></p></p><p><p class="zw-paragraph" data-textformat="{">You may need something more than the built-in feedback system to get further insights on your product. Sometimes you see clients dropping product subscriptions, but you don't know why. In this case, the Zoho Survey and Zendesk integration help you find the answer.</p></p><p><p class="zw-paragraph" data-textformat="{"><strong>2.聽Determining a budget聽</strong></p></p><p><p class="zw-paragraph" data-textformat="{">The data from surveys can聽help you gauge the need for budget increases.聽New investments can be made as per the survey data parameters聽according to the gaps are in the support team and turn an increased budget into increased productivity. If you can show your company's decision makers through Zoho Survey results that clients are dissatisfied as they have to wait too long for support, it can be a very compelling argument for hiring more help or improving the IT infrastructure.</p></p><p><p class="zw-paragraph" data-textformat="{"><strong>3. Gauging Customer Support individually聽</strong></p></p><p><p class="zw-paragraph" data-textformat="{">The core reason for conducting a survey is to understand how your tech support engineers are performing. Including an automated email survey every time a client's ticket closes can help you get a better idea of how individual customer support agents are performing.</p></p><p><p class="zw-paragraph" data-textformat="{">So start surveying with the Zoho Survey and聽Zendesk Integration, and get a better idea of聽how to take your clients' happiness to the next level!</p></p><p><p class="zw-paragraph" data-textformat="{">Still confused? We're glad to help you! Drop a mail to <a href="mailto:support@zohosurvey.com">support@zohosurvey.com</a>.</p></p></div><footer class="entry-footer clearfix"><span class="cat-tags-links"><span class="cat-links"><span class="cat-icon"><i class="fa fa-folder-open"></i></span><span class="screen-reader-text">Categories</span><a href="/blog/survey" rel="category tag">Zoho Survey</a></span><span class="tags-links"><span class="tags-icon"><i class="fa fa-hashtag" aria-hidden="true"></i></span><span class="screen-reader-text">Tags</span><a href="/blog/tag/customer-satisfaction-survey" rel="tag" > #customer satisfaction survey</a>, <a href="/blog/tag/customer-support" rel="tag" > #Customer Support</a>, <a href="/blog/tag/customer-support-software" rel="tag" > #customer support software</a>, <a href="/blog/tag/integration" rel="tag" > #Integration</a>, <a href="/blog/tag/online-survey" rel="tag" > #online survey</a>, <a href="/blog/tag/support-software" rel="tag" > #support software</a>, <a 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