Support & CRM integration
Quackback + Zendesk
Bridge Zendesk tickets and feedback
Signal
Feedback event
Delivery
Automatic
Why it matters
Support teams using Zendesk field hundreds of tickets that contain implicit feature requests: "can you add X?" buried in a bug report, or "we need Y" in a renewal conversation. The Quackback Zendesk integration lets agents create feedback posts directly from a Zendesk ticket, carrying the ticket ID, requester name, and organization. Multiple tickets linked to the same feedback post create a count that shows the product team which missing features generate the most support load. When a feature ships, the agent can close the loop on the original ticket, and voters get notified. Support volume data becomes a prioritization input alongside direct user votes.
01 · Setup
Connect Zendesk in three steps
Install the Zendesk app
Add the Quackback app from the Zendesk Marketplace and authorize access to your Quackback project.
Configure ticket-to-post mapping
Set which Quackback board receives posts from Zendesk, and map Zendesk custom fields to feedback tags for categorization.
Agents link tickets to feedback
From any Zendesk ticket, agents create a new feedback post or link to an existing one. Ticket counts and customer details attach to the post.
02 · Why
Why connect Quackback to Zendesk
Quantify support load per feature request
Each time an agent links a ticket to a feedback post, the ticket count increments. Product managers can sort feedback by ticket count to see which missing features drive the most support volume, making the cost of inaction visible.
Agents submit feedback without leaving Zendesk
The integration adds a sidebar app in the Zendesk agent workspace. Agents create or upvote a feedback post from within the ticket view, with the organization and requester pre-filled. No context-switching required.
Resolve tickets when features ship
When a feedback post moves to "Shipped," agents can trace back to every linked Zendesk ticket and follow up with the requesters. Voters also receive a notification email from the board, closing both the support and feedback loops.
03 · Capabilities
What the integration does
- Create feedback from Zendesk tickets
- Ticket linking and context sharing
- Custom field mapping
- Agent-initiated feedback capture
04 · In practice
Use cases
Identify feature requests hidden in support tickets
Let support agents submit feedback on behalf of customers
Track how support volume relates to missing features
FAQ
Frequently asked questions
Can Zendesk agents submit feedback on behalf of customers?
Yes. Agents can create feedback posts from a ticket with customer details attached, so the product team sees full context.
Does the integration track how many support tickets relate to a feature request?
Linked tickets are counted against each feedback post, letting you see which missing features drive the most support volume.
Zendesk + Quackback
Put Zendesk closer to customer signal.
Start free, connect Zendesk in minutes, and keep product context moving without another manual handoff.