Your support team hears what customers want every day. With the UserVoice app for Zendesk, agents can capture that feedback without leaving the ticket. The feedback is linked to the right idea in UserVoice, so product teams see real customer demand and agents can follow up when something ships.
Why Support Teams Use It
- Capture feedback without switching tools. Agents log requests from the ticket sidebar, with no extra tabs or forms.
- Give product the full picture. Each piece of feedback is tied to the customer and their account, so product can see who is asking and how much it matters.
- Close the loop with customers. Agents get notified when a linked idea's status changes, so they can tell the customer the good news.
- Spot trends faster. Repeated requests add up on a single idea instead of getting lost in old tickets.
Before You Start
- Each agent who uses the app needs a UserVoice seat. We recommend Contributor or View-Only Admin seats.
- You'll need Zendesk admin access to install the app.
- You can find the app in the Zendesk Marketplace.
Set Up the App
- In Zendesk, go to Settings → Apps → Marketplace, then search for and select UserVoice.
- Enter your subdomain. This is the part before ".uservoice.com" in your admin URL (for example, subdomain.uservoice.com/admin). Enter only the subdomain, not the full URL. If you use a custom domain, enter that instead.
- Set a display name your support team will recognize.
- Optionally, restrict access by user role.
- Click Install.
Tip: If you have more than one UserVoice subdomain, install the app once for each one.
Capture Feedback From a Ticket
- Open a ticket and click the Apps button.
- Sign in with your UserVoice credentials.
- Click Capture Customer Feedback.
- Paste the customer's words into the Feedback field. Only admins in UserVoice can see this.
- Search for an existing idea to link it to, or create a new one.
- To keep the customer updated, check Subscribe customer to idea updates. It's off by default.
- Click Save. That's it!
When a linked idea gets a status update, you'll be notified so you can follow up with the customer. Manage your notification preferences.
FAQ
Where can I use the app in Zendesk?
Only on the Tickets page.
Can I capture feedback for a ticket I'm creating?
Yes. Create and save the ticket first, then capture the feedback.
Can I highlight text to auto-fill the Feedback field?
Not in the Zendesk app yet, but you can use the Contributor Extension alongside Zendesk to do it. Just highlight the text in the ticket and it will auto-fill the Feedback field. Otherwise, copy and paste the text into the app.
Can I change which email address the feedback is tied to?
No. The app always uses the ticket requester's email.
I changed our custom domain. Do I need to update anything?
Yes. Whenever you add, remove, or change a custom domain, update the domain in the Zendesk app's settings.
Do agents need their own UserVoice seat?
Yes. Every agent who signs in to the app needs a seat. We recommend Contributor or View-Only Admin seats.