Zendesk + FeatureOS: Capture Feedback Directly From Support Tickets

Zendesk is one of the most popular customer support platforms for managing and resolving tickets. With the Zendesk + FeatureOS integration, your support team can capture feedback, feature requests, and bug reports directly from Zendesk tickets, without switching any tools.

This one-way integration brings customer voice from Zendesk into FeatureOS in a structured way, ensuring feedback is organized, trackable, and tied to real user conversations.

Getting Started with Zendesk + FeatureOS

Step 1: Install FeatureOS in Zendesk

1. Log into Zendesk at zendesk.com/login.
2. Click the Gear icon → Marketplace.
3. Search for Hellonext (FeatureOS).
4. Click Install → enter your Zendesk URL → sign in.
5. Confirm installation. FeatureOS will now appear in your My Apps section.

Step 2: Connect Zendesk to FeatureOS

1. In FeatureOS: Go to Dashboard → Organization Settings → Integrations → Zendesk.
2. Enter your Zendesk subdomain.
3. Click Connect.

That’s it, you’re ready to capture feedback from Zendesk tickets!

Using FeatureOS Inside Zendesk

Creating a Post from a Ticket

1. Open a ticket in Zendesk.
2. Click the Apps icon on the right panel to open the FeatureOS app.
3. Click New Submission → enter title, description, select a FeatureOS board → click Submit.
   • If auto-upvote is enabled in FeatureOS, the requester will automatically be counted as an upvoter (tagged as “Zendesk”).
   • If moderation is enabled, posts will require approval before going public.

Upvoting an Existing Post

1. In the FeatureOS app inside Zendesk, search for existing posts.
2. Open the relevant post → vote on behalf of the customer or as yourself.

Viewing Customer’s Feedback History

• Within the app, you can also view all posts that the requester (linked to the Zendesk ticket) has submitted in FeatureOS.

Why This Helps

• Support teams: Capture feature requests and bugs at the moment they’re reported.
• Product managers: Get structured feedback directly from customer interactions.
• Customers: Know their voices are heard and funneled into the roadmap process.