Integration - Use Zapier to take action on Zendesk after receiving bad reviews

This article will focus on the integration between Hello Customer and Zendesk, using Zapier. Zapier allows the creation of workflows between Hello Customer and other apps and platforms, which gets streamlined and becomes easy.

IN THIS ARTICLE

1. Accessing Zapier
2. Trigger - Configuring the Hello Customer settings
3. Filter - Configuring the response filter
4. Action - Configuring the Zendesk settings

1. Accessing Zapier

Go to zapier.com and access using an account. Signing up can be done for free. Once logged in, you can start creating zaps (automated workflows).

When you select this option you are redirected to a page with a simple schematic of a workflow where a Trigger connects to an Action.

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2. Trigger - Configuring the Hello Customer settings

Click on the trigger box and select the Hello Customer app.

Once selected, a Setup dialog box appears, which is used to select the trigger event and the connect to the Hello Customer account.

First, select the Answers(s) Created trigger.

Then you can connect to the Hello Customer Account which will trigger the event.

A new widow will appear asking for the Hello Customer account credentials (Client ID, Client Secret, and Tenant ID).

The Client ID and the Client Secret can be found on Hello Customer platform, by accessing the Zapier feature on Settings > Integrations

The Tenant Id can be found on the Touchpoints section:

Once the form has been filled out, the Hello Customer account will be connected to Zapier.

The next step is configuring the touchpoint and language/languages of the answers retrieved from Hello Customer.

The Touchpoint Id can be found on the Touchpoints section, going to the specific touchpoint from which to retrieve the answers:

For the language, only one can be selected, so if more than one needs to be taken into consideration, other zaps with the specific languages would be to be created.

There are 5 languages to select from, but other languages can be added using the Custom option. Here you can add another supported language using the 2 digit ISO 639-1 Code.

Once configured, the trigger can be tested to be sure data is being pulled from Hello Customer.

From the Answer retrieved you can check all the data it contains (Question, Question Type, Answer...). This can be useful for creating even more kinds of workflows. For this article, we will center on the Answer, which will be used to filter negative reviews.

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3. Filter - Configuring the response filter

Now we configure a filter so only bad reviews are taken into consideration for activating an action on Zendesk.

We need to add an step between the trigger and the action:

For this step, a filter is selected.

Filters require conditions to determine which responses qualify to trigger an action. These conditions prevent responses that don't meet the specified criteria from initiating the action. To do so, A field from the answer, a condition and a text or data has to be configured.

In this case, the field selected will be the answer. The number will be use to determine if a review is bad.

The condition will be that the number is less than a value we will introduce on the next field.

Then we select which value would be the one to separate a bad review from an average or good one.

Once configured and tested, the action can be configured.

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4. Action - Configuring the Zendesk settings

Now select the Action box and select Zendesk.

Once selected, the action has to be configured. To do so an event has to be selected and Zapier needs to be connected to the Zendesk account.

Zendesk offers different events to take place, like creating a new ticket. Depending on the use case, one or another can be selected.

Once configured, a test can be performed to check that the process is correctly set up and finally the Zap can be published.

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