--- title: "Customer feedback as Zendesk tickets" description: "File customer feedback from formformform as tagged, low-priority Zendesk tickets you review weekly instead of working in the live queue." url: "https://www.formformform.com/automations/zendesk-support-feedback-review-queue" type: static generatedAt: "2026-08-23T18:56:58.727Z" --- ![Zendesk logo](/logos/integrations/zendesk.svg) # Collect post-support feedback as low-priority review tickets Post-support feedback lands as a low-priority tagged ticket in a review view, out of the queue agents work each day. When this happens New submission on your customer feedback survey Do this Create a Zendesk ticket with the feedback in the description, a "feedback" tag, and a low priority so it sits in a review view rather than the live queue One-directional. A submission triggers the action — nothing is written back into your form. Feedback collected after a support conversation tends to sit in a spreadsheet nobody opens. Filing it as a ticket instead puts it beside the work it describes, in the same search box, behind a tag that keeps it out of the live queue until someone sits down to read it. CX teams that already survey after a solved ticket use this. The point is not to answer every response — it is to have the comments, the agent name and the satisfaction score in one place a week later. ## Setting it up 1. 1 Send the feedback form after a conversation ends — a Zendesk trigger firing on Solved can include the link, so the survey arrives while the interaction is still fresh. 2. 2 In Zapier, take the "New Submission" trigger from the feedback form, not from the contact form that opened the original ticket. 3. 3 Add Zendesk "Create Ticket", set Priority to Low and Status to Open, and pick a group that no live view watches. 4. 4 Add "feedback" as a static tag so these never surface in the queues agents work from during the day. 5. 5 Compose the subject as Overall Satisfaction followed by the interaction date, so the review view can be read top to bottom without opening anything. 6. 6 Put Additional Comments in the description, and send Agent Name (if known) to a custom field rather than into the body text so it can be filtered on. 7. 7 Decide what happens when the optional email is blank: set a fallback requester such as a feedback end user, or Zendesk files the ticket under your own agent account. 8. 8 Build a view filtered on the feedback tag, then check it on a fixed day each week rather than watching it fill up. ## What maps where Using the [Customer Service Interaction Feedback](https://www.formformform.com/templates/service-feedback-form) as the starting point. These are its real fields — swap in your own and the mapping works the same way. Form field Zendesk Overall Satisfaction Subject prefix and a custom field used for reporting Was your issue resolved? Tag marking the ticket resolved or unresolved Additional Comments Ticket description Agent Name (if known) Custom ticket field the review view groups on Contact Channel Tag showing where the interaction took place Email Address (optional) Requester email when the respondent gives one ## Variations worth knowing File only the responses that need an answer Add a filter so a submission continues to Zendesk only when Was your issue resolved? comes back negative, or the comment box is not empty. High scores with no comment stay in the response list in formformform, which is a better place to count them anyway. Leave agent names out of the ticket Where feedback about a named agent is a management matter rather than a support one, drop that field from the Zendesk mapping and read it in the submission list instead. The ticket still records what happened, without a colleague's name in a shared queue. ## If something isn't arriving Every feedback ticket is filed against your own agent account. Email Address (optional) came through blank, so Zendesk used the user that authenticated the connection. Set a dedicated end user as the fallback requester on the action step and the review view stays readable when people answer anonymously. Feedback tickets are dragging down your resolution time reports. They are open tickets like any other. Either exclude the feedback tag from your Explore reports, or solve each one as it is read and rely on the tag for analysis rather than on ticket status. ## Frequently asked questions Should feedback really be a ticket? It is a judgement call. A ticket gives you one search across support and feedback, and it lets you reply when a comment deserves an answer. Teams that only want scores are better served exporting the responses and leaving the queue alone. How do I keep this out of the queue during the day? Set Priority to Low, file the tickets in a group no live view includes, and filter a single view on the feedback tag. Agents see nothing during their shift, and whoever runs the review opens that view and works through it. Does replying to the ticket reach the person who left the feedback? Only when they gave an email address. With the requester mapped, a public reply goes out as normal Zendesk email and their answer threads onto the same ticket. The survey submission never changes — the conversation lives entirely in Zendesk. ## Related automations - [Capture webinar questions as tagged tickets](https://www.formformform.com/automations/zendesk-webinar-questions-as-tickets) Questions from webinar registrations open as tickets tagged with the event, ready for the host to answer from one view. - [Log bug reports as prioritised Problem tickets](https://www.formformform.com/automations/zendesk-bug-reports-as-problems) Each problem report becomes a Problem ticket in Zendesk, tagged and already carrying the priority the reporter chose. - [Open internal IT requests as prioritised tickets](https://www.formformform.com/automations/zendesk-internal-it-requests) Staff IT requests become prioritised tickets on your internal Zendesk queue, with the device and issue type already on them. - [Route order and refund requests to the Billing group](https://www.formformform.com/automations/zendesk-order-help-to-billing) Order and refund questions open in the Billing group with the order number already on the subject line. - [Send contact form messages to your support queue](https://www.formformform.com/automations/zendesk-contact-form-to-queue) Messages from your contact form open as Zendesk tickets, with a status, a group and the sender already resolved as the requester. - [Capture feature requests as labelled tickets](https://www.formformform.com/automations/freshdesk-feature-requests-as-tickets) Product ideas from your feedback form land in Freshdesk as Feature Request tickets the team can group and revisit. - [All Zendesk integration details →](https://www.formformform.com/integrations/zendesk) - [Start from the Customer Service Interaction Feedback →](https://www.formformform.com/templates/service-feedback-form) - [Browse every automation →](https://www.formformform.com/automations) ## Build the form first The automation needs somewhere to fire from. Publish a form, connect it once, and every submission from then on runs this flow. [Start free](https://app.formformform.com/register?utm_source=landing&utm_medium=bottom&utm_campaign=automations&utm_content=zendesk-support-feedback-review-queue)