Delighted + Zendesk
Connect Delighted and Zendesk to Turn Customer Feedback into Faster Support
Automatically sync NPS and CSAT survey responses from Delighted into Zendesk so no customer experience falls through the cracks.
Why integrate Delighted and Zendesk?
Delighted and Zendesk are two of the most widely used customer experience platforms, and together they make a feedback-to-resolution loop that actually works. When a customer submits a support ticket in Zendesk or closes an interaction, Delighted can capture their sentiment in real time — and that survey data is far more useful when it flows directly back into Zendesk. Integrating these two platforms means your support team always has the voice of the customer in front of them, without manual data exports or constant context-switching.
Automate & integrate Delighted & Zendesk
Use case
Auto-Create Zendesk Tickets for Negative NPS Responses
When a customer submits a Detractor score (0–6) in Delighted, tray.ai automatically opens a high-priority ticket in Zendesk and routes it to the right support team. The ticket includes the customer's verbatim feedback, their NPS score, and any relevant survey metadata so agents have full context from the first touch. This cuts the lag between a bad experience and a recovery attempt.
Use case
Tag and Segment Zendesk Users Based on NPS Score
As Delighted survey responses come in, tray.ai updates the corresponding Zendesk user profile with tags that reflect their current NPS segment — Promoter, Passive, or Detractor. Those tags can then drive personalized macros, automation rules, and reporting inside Zendesk. Support agents see where a customer stands before they even read the ticket.
Use case
Trigger Delighted Surveys After Zendesk Ticket Resolution
When a Zendesk ticket is marked as Solved, tray.ai sends a Delighted CSAT or NPS survey to the customer automatically. This ties survey timing directly to the resolution event rather than a generic scheduled send. Teams get clean, contextual data linked to specific support interactions.
Use case
Escalate Zendesk Tickets When CSAT Scores Drop
If a customer submits a low CSAT score in Delighted following a resolved Zendesk ticket, tray.ai can automatically re-open or escalate that ticket and notify a senior support agent or account manager. A closed ticket doesn't mean a happy customer — this workflow makes sure you don't find out too late. The escalation includes the original ticket details plus the new survey response for full context.
Use case
Sync Delighted Feedback to Zendesk Customer Profiles as Notes
Every new Delighted survey response gets appended as an internal note on the customer's Zendesk profile, building a running history of sentiment over time. Support agents can review past NPS and CSAT scores before any interaction, which makes for more empathetic and informed conversations. This longitudinal view is especially useful for key accounts and high-volume customers.
Use case
Alert Account Teams When Promoters Engage with Support
When a known Promoter in Delighted submits a Zendesk support ticket, tray.ai notifies the account management or customer success team so they can keep an eye on it. Protecting Promoter relationships matters just as much as recovering Detractors. This workflow means those moments don't stay invisible to the broader team.
Use case
Generate Weekly Zendesk Reports Enriched with Delighted Sentiment Data
tray.ai can pull Delighted NPS and CSAT trends alongside Zendesk ticket volume, resolution time, and agent performance metrics into a unified weekly report. Support managers and CX leaders get a complete picture of operational efficiency and customer satisfaction in one place. Correlating these datasets shows which ticket types or agents are most associated with positive or negative survey outcomes.
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Delighted & Zendesk Challenges
What challenges are there when working with Delighted & Zendesk and how will using Tray.ai help?
Challenge
Matching Survey Respondents to Zendesk Users Reliably
Delighted collects responses tied to email addresses, but those emails don't always match Zendesk user records exactly — formatting inconsistencies, aliases, and missing profiles all cause problems. Without reliable matching, automated workflows fail silently and data disappears.
How Tray.ai Can Help:
tray.ai has built-in data transformation and conditional logic that normalizes email formats before lookup, creates a new record when no matching user exists, and logs mismatches for manual review — so every survey response gets actioned or flagged.
Challenge
Avoiding Duplicate Tickets for Repeat Survey Responses
If a customer submits multiple Delighted responses in a short period, or fills out both NPS and CSAT surveys, a naive automation can create duplicate Zendesk tickets — flooding agent queues and frustrating customers who get multiple follow-ups.
How Tray.ai Can Help:
tray.ai workflows query existing open Zendesk tickets before creating a new one, deduplicating on customer email and survey type. Time-window logic can suppress duplicate ticket creation within a configurable cooldown period, keeping queues clean.
Challenge
Embedding Zendesk Ticket IDs in Delighted Surveys for Traceability
For re-escalation workflows to work, Delighted surveys need to carry the original Zendesk ticket ID so responses can be matched back to the right ticket. Setting this up manually is error-prone and hard to maintain at scale.
How Tray.ai Can Help:
tray.ai passes Zendesk ticket IDs as custom properties when sending Delighted surveys, then reads those properties back from incoming webhook payloads. This creates a reliable, bidirectional reference without any manual tracking.
Challenge
Handling High Survey Volume Without Overwhelming Support Queues
During peak support periods, a wave of post-resolution surveys returning low scores can flood the Zendesk queue with escalation tickets all at once — making triage harder for agents who are already stretched.
How Tray.ai Can Help:
tray.ai supports rate limiting, batching, and priority scoring logic that can throttle ticket creation, group similar low-score responses, or apply additional filters — such as account tier or customer lifetime value — before escalating, so the most critical situations get acted on first.
Challenge
Keeping Zendesk Tags Current as Customer Sentiment Changes Over Time
NPS scores change as customer relationships evolve, but without ongoing sync logic, Zendesk user tags go stale and end up reflecting sentiment from months ago. Agents wind up treating Detractors like Promoters, or missing accounts that have recently turned at-risk.
How Tray.ai Can Help:
tray.ai workflows overwrite outdated NPS segment tags on every new Delighted response rather than appending, so Zendesk always reflects the customer's most recent sentiment. Scheduled reconciliation workflows can also audit and correct tag drift across the full customer base.
Start using our pre-built Delighted & Zendesk templates today
Start from scratch or use one of our pre-built Delighted & Zendesk templates to quickly solve your most common use cases.
Delighted & Zendesk Templates
Find pre-built Delighted & Zendesk solutions for common use cases
Template
Detractor Alert to Zendesk Ticket
Automatically creates a priority Zendesk ticket whenever a Delighted NPS Detractor response comes in, populating it with the customer's score, feedback, and contact information for immediate follow-up.
Steps:
- Monitor Delighted for new NPS survey responses via webhook
- Filter responses where NPS score is 0–6 (Detractor range)
- Look up or create the customer record in Zendesk by email
- Create a high-priority Zendesk ticket with NPS score, verbatim comment, and survey metadata
- Assign ticket to the designated at-risk customer queue or team
Connectors Used: Delighted, Zendesk
Template
Post-Resolution Survey Trigger
Sends a Delighted CSAT survey to the ticket requester automatically when a Zendesk ticket status changes to Solved, so feedback is collected while the interaction is still fresh.
Steps:
- Listen for Zendesk ticket status change events via webhook
- Filter for tickets transitioning to Solved status
- Retrieve requester email and ticket details from Zendesk
- Send a CSAT survey via Delighted with ticket ID embedded for traceability
- Log survey dispatch confirmation back to the Zendesk ticket as an internal note
Connectors Used: Zendesk, Delighted
Template
Sync NPS Scores to Zendesk User Tags
Keeps Zendesk user profiles updated with the latest NPS segment tags from Delighted, enabling dynamic routing, personalized macros, and accurate customer health segmentation within Zendesk.
Steps:
- Receive new Delighted survey response via webhook trigger
- Determine NPS segment: Promoter (9–10), Passive (7–8), or Detractor (0–6)
- Search for matching user in Zendesk by email address
- Update user tags in Zendesk, replacing any outdated NPS segment tag
- Optionally log the score change as an internal note on the user profile
Connectors Used: Delighted, Zendesk
Template
Low CSAT Score Ticket Re-Escalation
Automatically re-opens and escalates a previously resolved Zendesk ticket when the customer submits a low CSAT score in Delighted, routing it to a senior agent with full context.
Steps:
- Receive Delighted CSAT response webhook with embedded Zendesk ticket ID
- Check if the CSAT score falls below the defined threshold (e.g., 1–2 out of 5)
- Retrieve the original Zendesk ticket using the embedded ticket ID
- Re-open the ticket and update priority to Urgent
- Add an internal note with the CSAT score and verbatim feedback, then reassign to a senior agent queue
Connectors Used: Delighted, Zendesk
Template
Append Delighted Responses to Zendesk User Timeline
Creates a running history of Delighted NPS and CSAT responses on each Zendesk user profile as internal notes, giving support agents a longitudinal view of customer sentiment before every interaction.
Steps:
- Trigger on every new Delighted survey response via webhook
- Match the respondent to an existing Zendesk user by email
- Format the survey type, score, comment, and timestamp into a structured note
- Post the formatted note to the Zendesk user profile as an internal note
- Apply a Zendesk tag to flag recently surveyed users for agent awareness
Connectors Used: Delighted, Zendesk
Template
Weekly CX Summary Report: Delighted + Zendesk
Pulls weekly Delighted NPS and CSAT data alongside Zendesk ticket metrics into a consolidated report delivered to Slack or email, giving CX leaders a unified view of support performance and customer sentiment.
Steps:
- Schedule workflow to run every Monday morning
- Fetch the past week's NPS and CSAT responses from Delighted API
- Fetch ticket volume, average resolution time, and CSAT data from Zendesk API
- Calculate combined metrics: response rate, average NPS, ticket-to-survey correlation
- Format and deliver the report to a designated Slack channel or email distribution list
Connectors Used: Delighted, Zendesk