# Delighted + Zendesk integration > Automatically sync NPS and CSAT survey responses from Delighted into Zendesk so no customer experience falls through the cracks. **Canonical page:** https://tray.ai/connectors/delighted-zendesk-integrations/ **Delighted connector:** https://tray.ai/connectors/delighted-integrations/ **Delighted documentation:** https://tray.ai/documentation/connectors/service/delighted **Zendesk connector:** https://tray.ai/connectors/zendesk-integrations/ **Zendesk documentation:** https://tray.ai/documentation/connectors/service/zendesk ## Overview 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. ## Use cases ### 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 ### 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 ### 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 ### 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 ### 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 ### 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 ### 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. - Eliminate manual data merging across Delighted and Zendesk exports - Surface connections between support performance and customer satisfaction - Deliver executive-ready CX reporting with zero manual effort ## Templates ### 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. Connectors used: Delighted, Zendesk ### 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. Connectors used: Zendesk, Delighted ### 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. Connectors used: Delighted, Zendesk ### 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. Connectors used: Delighted, Zendesk ### 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. Connectors used: Delighted, Zendesk ### 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. Connectors used: Delighted, Zendesk ## Challenges Tray.ai solves ### 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. ### 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. ### 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. ### 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 helps:** 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. ### 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 helps:** 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. ## Learn more - Intelligent Integration: https://tray.ai/platform/intelligent-ipaas/ - Merlin Agent Builder: https://tray.ai/platform/merlin-agent-builder/ - Agent Gateway for MCP: https://tray.ai/platform/agent-gateway/ - Book a demo: https://tray.ai/contact/