Connectors / Integration
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.
Delighted + Zendesk integration
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.
Support teams live in Zendesk, but the insights that shape how they prioritize and escalate tickets often sit siloed in Delighted. Connecting the two creates a closed-loop feedback system where low NPS scores or negative CSAT responses automatically trigger ticket creation, agent alerts, or tag updates in Zendesk. Detractors get followed up with quickly, account health context is visible directly on customer profiles, and support managers can correlate survey trends with ticket volume and resolution times — all without writing a single line of code. The result is a more proactive support operation that catches systemic issues before they escalate.
Automate & integrate Delighted + Zendesk
Automating Delighted and Zendesk business processes or integrating data is made easy with Tray.ai.
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.
- Reduce time-to-response for at-risk customers
- Ensure no negative feedback goes unacknowledged
- Enrich Zendesk tickets with verbatim customer feedback automatically
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.
- Give agents immediate sentiment context on every customer
- Enable segment-specific support workflows within Zendesk
- Keep customer satisfaction data current without manual updates
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.
- Maximize survey response rates by sending at the right post-resolution moment
- Link CSAT scores directly to individual tickets and agents
- Build a continuous feedback loop without manual campaign management
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.
- Prevent churn from unresolved dissatisfaction after ticket closure
- Give senior staff visibility into post-resolution disappointment
- Catch issues your standard workflow would otherwise miss
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.
- Build a complete sentiment history directly within Zendesk
- Reduce time agents spend hunting for customer health context
- Enable more personalized, context-aware support interactions
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.
- Protect high-value Promoter relationships with proactive oversight
- Keep customer success teams informed without manual ticket monitoring
- Prevent a single poor support experience from eroding hard-won loyalty
Challenges Tray.ai solves
Common obstacles when integrating Delighted and Zendesk — and how Tray.ai handles them.
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 helps
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 helps
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 helps
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.
Templates
Pre-built workflows for Delighted and Zendesk you can deploy in minutes.
Detractor Alert to Zendesk Ticket
Delighted 
Zendesk 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.
Post-Resolution Survey Trigger
Zendesk Delighted 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.
Sync NPS Scores to Zendesk User Tags
Delighted Zendesk 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.
Low CSAT Score Ticket Re-Escalation
Delighted Zendesk 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.
Append Delighted Responses to Zendesk User Timeline
Delighted Zendesk 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.
Weekly CX Summary Report: Delighted + Zendesk
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.
How Tray.ai makes this work
Delighted + Zendesk runs on the full Tray.ai platform
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