Qualtrics

Qualtrics is an experience management platform that helps organizations understand and act on customer feedback.

This integration lets Qualtrics customers bring their Zendesk support conversations into Qualtrics Workflows for analysis. After an administrator connects a Zendesk account, they can configure a scheduled task that extracts the ticket or live chat data they select, over the date range and filters they choose.

What this integration does

• Extracts ticket metadata across all Zendesk channels, or live chat conversation data

• Lets administrators choose which standard and custom ticket fields to include

• Supports filtering by ticket tags, by closed-ticket status, and by a configurable date range

• Runs on a schedule as part of a Qualtrics workflow

Data accessed and how it is used

This integration only reads data from Zendesk. It does not create, modify, or delete anything in your Zendesk account, and it requests read-only access. It accesses:

• Ticket data: id, subject, description, status, priority, type, channel, recipient, language, tags, created and updated timestamps

• Live chat data: interaction id, interaction type, provider, transcript content, timestamps, total duration, and optionally bot interactions

• Custom ticket fields that the administrator explicitly selects

• Ticket field and tag definitions, used only to populate the configuration screens

Ticket descriptions and live chat transcripts may contain content authored by your end users. Extracted data is transferred to the Qualtrics account that the administrator authorized and is processed to make it available for analysis in Qualtrics. It is retained and handled under the Qualtrics agreement with your organization. See the Qualtrics Privacy Statement at https://www.qualtrics.com/privacy-statement/ for details.