8 Best Survey Tools for Zendesk: Collect Feedback Seemlessly

Running a survey is one of the quickest ways to get qualitative and quantitative feedback from your customers. And thanks to tools such as Survicate, it doesn’t take more than a few minutes to run them.

However, very few companies use just one tool in isolation. In order for surveys to be as useful as possible, your data needs to be integrated with the other tools you use in your day-to-day marketing, sales, and customer support. Zendesk is one of them.

So in this article, we've compiled a list of the 8 best survey tools for Zendesk to help you collect feedback seemlessly in integration with your favorite tool.

If you’ve ever wondered what it’s like to easily run surveys in Zendesk, we’ll show you some of the best choices, including how much you can expect to pay.

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1. Survicate

Survicate is a customer feedback software that integrates with Zendesk perfectly.

But the integration is not all that there's to it. Survicate is here to make collecting feedback across the whole customer journey effortless.

With website, email, link, and even in-product surveys, easy analysis, actually useful AI features, as well as a ton of one-click integrations, Survicate is a powerful solution.

The Zendesk integration seems to be just a cherry on top, but admittedly, it makes the whole process of collecting and managing feedback even smoother.

Integrating both tools makes it possible to:

✅ automatically update tickets in Zendesk based on survey responses collected in Survicate,
✅ create tickets in Zendesk automatically,
✅ and sync the data from Zendesk into Survicate's Insights Hub for AI analysis and automatic categorization.

Creating a survey is as easy as sending an email, thanks to the tool’s intuitive survey builder. But you don’t even have to create it from scratch, you can go for an AI builder or use one of hundreds of survey templates, including:

• CSAT surveys
• CES surveys
• Product-market fit surveys
• Lost customer surveys
• NPS surveys

Going deeper in the Zendesk integration itself, it'll help you set up workflows to improve your customer service experience. For example, you can automate surveys to be sent from Zendesk after a closed ticket, a finished call, or a resolved chat conversation.

Once new feedback arrives from Survicate to Zendesk, ticket info gets updated with the right group, assignee, tag, priority or status. You can choose when you want the ticket update to happen: once the survey is completed or when the customer meets certain conditions.

You can also create completely new tickets if the survey response requires a bit more work. To top it all off, you also get Slack notifications for new survey responses in Survicate that go to Zendesk.

The Zendesk integration is available in all Survicate's plans, which is a great news for those seeking this tool connection specifically.

Sign up for a free Survicate account and access a wide range features during a 10-day trial. And don't forget to visit our pricing—paid plans start at just $99 per month.

2. NiceReply

NiceReply self-describes as “striving to help teams become the champions of customer experience”. Founded in 2010, NiceReply's main offering includes three types of surveys: CES, CSAT, and NPS. But the distribution channels here are reserved to email and website pop-up surveys.

When it comes to the Zendesk integration available in NiceReply, it seems that customers who use the NiceReply surveys (as opposed to the native Zendesk ones) see better response rates.

You can use NiceReply to add surveys to your Zendesk ticket responses and capture customer feedback. Moreover, you can include survey triggers in your macro templates.

Once a ticket is resolved, you can set up NiceReply surveys to be automatically sent out in emails. Depending on the type of issue, the department, and even the agent, you can choose different surveys to go out in your emails.

The Zendesk integration is enabled in all NiceReply plans, which start at $79 per month. But beware that the lowest-tier plan only supports up to 100 responses monthly, so you’ll quickly find out you have to upgrade. In contrast, Survicate's base plan: Good, comes with 500 responses monthly.

3. SurveySparrow

SurveySparrow is a quite complex survey platforn. It comes with a wide range of survey types, including the most popular choices, such as NPS and CSAT survey. But it also covers more unique features, like employee assessment or even ticket management.

SurveySparrow's Zendesk integration offers the basic functionalities, but it’s not as good as the ones in Survicate or NiceReply.

You can create or update ticket info in Zendesk based on survey results from SurveySparrow and update Zendesk contacts based on the results that come in. While the integration page explains the process nicely, the functionality is pretty basic compared to the competition.

Whenever we talk about SurveySparrow, pricing is an issue for two reasons. First, it’s not publicly available, and you have to get in touch to find out the price. Second, the pricing is tiered, and there are two tiers with three plans each, making it quite complex. However, the Zendesk integration is available only on the Business plan, which may prove to be more costly.

4. SurveyMonkey

The oldest and arguably one of the most popular survey tools on this list, SurveyMonkey is a household name in the customer feedback arena. This tool allows you to create a wide range of survey types and, besides Zendesk, it offers other integrations as well.

Unfortunately, the Zendesk integration seems rather basic.

When you connect the two tools, you can map the response data to customer records and send targeted surveys based on customer segments in Zendesk. 

The integration with Zendesk is available in any of the paid plans. However, although the paid plans start at $30 per user, SurveyMonkey requires a set number of users to be purchased, which bumps the price higher.

5. Typeform

Most tools on this list are known for their survey-creation capabilities. However, Typeform is more of a general form builder, allowing you to create various types of content. Quizzes, forms, surveys, polls, and tests—these are just some of the many types you can use.

Typeform has two main advantages. First, a variety of templates and two, it's rather modern look.

But we’re here to talk about the Zendesk integration and, unfortunately, this is not where Typeform shines. Unlike the competitors, Typeform does not have a native integration with Zendesk, so you’ll be forced to use Zapier. Not a huge inconvenience as the setup is quick and easy, but it adds an extra cost.

The biggest downside is that the use case is pretty limited. You can run the integration to add new data to your Zendesk contacts based on Typeform survey results, but that’s about it.

On the flipside, Typeform is not that expensive—the most basic plan is 21 EUR per month for 100 responses. However, once you factor in that you have to pay for Zapier and that the functionality is also limited, it’s not a great deal after all. 

6. ZonkaFeedback

If you’re looking for a way to capture customer feedback and run surveys across devices, this can be a good alternative to some of the bigger names from this list. ZonkaFeedback has several survey types, and it lets you run surveys online and offline.

Besides your website, email, and even SMS, ZonkaFeedback has an app for iOS and Android. This means it’s easy to set up a device and collect all your survey results in the cloud.

‍The integration with Zendesk is a native one and gives you quite a few options. You can trigger surveys into your emails and signatures, allowing you to passively collect feedback from your standard communication.

Similar to other tools, you can trigger your surveys from macros to get more out of your canned responses. It’s also possible to send specific surveys post-resolution (once a ticket is resolved) to gauge customer experience.

One thing that makes ZonkaFedback stand out is the ability to connect the tool to Zendesk’s database so that you tie survey responses to specific agents. That way, you can establish who has great survey scores and who needs some additional training.

ZonkaFeedback is not overly expensive—the most affordable plan is $49 per month. The Zendesk integration comes with all plans, including this one. Overall, a solid choice with a lot of integration options.

7. InMoment

Once you land on InMoment’s website, it might take you a bit to figure out that the company offers surveys, among other services. It mostly focuses on AI feedback analysis and overall customer experience improvement.

The Zendesk integration on the other hand, was built to go both ways—you can feed data to Zendesk and get data out of it to InMoment.

For starters, you can trigger customized surveys once a ticket is closed. Only specific groups of customers can get those surveys, and you can personalize them by including the agent’s name in the email that goes with the survey. When feedback comes back, it’s added to the contact record in Zendesk.

As survey responses come in from InMoment, you can immediately get alerted about those with low scores and act on them. You can filter the results by the agents (so you can see who is underperforming) or themes to learn which parts of your app or product are causing issues.

Sadly, there is no pricing available, and you’ll have to get in touch and book a demo first to get pricing information for InMoment.

8. Qualtrics

Out of all the tools on the list, Qualtrics is the most suitable one for enterprises, largely thanks to its complex offer. Surveys are just a part of its entire offering. It also comes with a Zendesk integration.

You can use Qualtrics to automatically update Zendesk tickets based on survey responses. This can help you resolve tickets faster and improve the efficiency of your customer support.

Unfortunately, that’s as good as it gets with this integration. While you can get some other things to work with these two tools (such as Zendesk Tasks and Zendesk Events), this is the only functionality that has to do with surveys. In short, we expected a bit more from Qualtrics.

No pricing is publicly available, so you’ll have to get in touch with sales to find out how much it’s going to cost you. 

Best survey tools for Zendesk: final choice

The possibilities brought by connecting Zendesk with a capable survey software seem endless. You can capture feedback and improve your customer satisfaction, all while learning which agents and parts of your business need your utmost attention.

But choosing the best survey tool that gives you a native integration that won't cost a leg and an arm, while also giving you the most options may seem difficult. Some software turns out to be insufficient when combined with Zendesk, like Qualtrics or Typeform, others seem a bit too expensive.

Even if it's a bit biased, knowing how powerful and at the same time smooth integrating Zendesk and Survicate is, we have to recommend it again.

Remember that you can see the true power of such a tool combo completely for free.

‍Sign up for a free account and gain access to our Best plan features during a 10-day trial. And don't forget to review our pricing.