FieldproxyZendesk workflow · Feedback after the visitAsk about the visit, not just the ticket, and keep the answer against the technician
Zendesk's satisfaction rating measures the support conversation. It can't tell you whether the technician turned up on time, fixed the fault or left the site clean. In Fieldproxy, a survey goes out after the field job is completed and each answer is kept against that job, the technician and the job type, so you can see how visits are going separately from how support is going. Zendesk CSAT stays in Zendesk, unchanged. Which questions you ask, how the survey is sent and whether the result is also noted on the Zendesk ticket are set up per account.
Fieldproxy replaces the field side, from dispatch to the visit report, and is live within a day. Zendesk keeps the support conversation and its own satisfaction rating.
See feedback on your field visits
Tell us what you want to learn about visits. We set up the survey and the Zendesk integration together.
How it works
From a Zendesk ticket to feedback on the visit, step by step
The survey only means something if it is tied to the job that caused it. This is the flow, with the survey as the last step of a visit that started as a Zendesk ticket.
- 1
The ticket becomes a job
Zendesk to Fieldproxy
A ticket that needs a visit becomes a job with the requester, organization, site, asset, priority and ticket ID. - 2
The visit runs and is recorded
Technician app
GPS check-in, the checklist, photos, readings, parts used and the customer's signature, with internal notes going to the ticket along the way. - 3
The job is completed
Fieldproxy, written to Zendesk
When required items are done, the visit report goes to the ticket as a PDF or link and the status changes under your rule. - 4
The survey goes out
Fieldproxy
After completion, the customer is asked about the visit. Questions and channel are set up per account. - 5
The answer is kept against the job
Fieldproxy
Each answer is scored against the technician and the job type, next to the visit record that it is about. - 6
Managers look across visits
Service manager
Answers can be compared by technician, job type or site in Fieldproxy, or asked about from Claude, ChatGPT or Copilot.
What syncs
What moves between Zendesk and Fieldproxy, which way and when
Surveys add one row to the standard Zendesk sync. Everything else is the usual ticket-to-job flow.
| What | Direction | When | Detail |
|---|---|---|---|
| Ticket | Zendesk → Fieldproxy | When it matches your rule | Becomes a job with requester, organization, site, asset, priority and ticket ID. |
| Requester contact | Zendesk → Fieldproxy | With the ticket | Who the survey goes to, unless the site contact is someone else. |
| Progress notes | Fieldproxy → Zendesk | Assigned, on the way, on site, work notes | Internal notes on the ticket. |
| Visit report and completion | Fieldproxy → Zendesk | When the job is completed | Attached PDF or link, and a status change under your rule. |
| Survey answer | Fieldproxy → Zendesk | When the customer responds | Kept on the job, technician and job type in Fieldproxy. Noting it on the ticket is set up per account; Zendesk's own rating is untouched. |
See your own Zendesk tickets turn into jobs before you commit.
Get DemoWhat stays, what moves
Zendesk keeps the tickets. Fieldproxy replaces the field tools.
Two kinds of feedback, two places. Support quality is measured where support happens; visit quality is measured where the visit is recorded.
Stays in Zendesk
- Zendesk's satisfaction rating and reporting for the support team.
- Replies to unhappy customers, written by agents in Zendesk.
- The ticket as the customer's record of the request.
Moves to Fieldproxy, and what it replaces
Dispatch and the schedule
The spreadsheet or whiteboard beside Zendesk goes. Every technician and job is on one board and map, the Dispatch agent suggests who should go, a dispatcher approves, and any move can be undone.
The technician app
Any separate field app goes. Technicians use the Fieldproxy Android and iOS app, offline, with the site notes, asset history, your checklist, photos, signature and GPS check-in.
Sites, assets and QR codes
Each location on a ticket is a site record with its address, access notes and contacts, and the assets installed there with their history. A QR code per site and per asset opens the same record on the phone.
Mileage sheets and timesheets
GPS check-in and check-out sit on the job, and drives between jobs roll into a mileage claim a manager approves. See GPS timesheets and mileage.
Stock, quotes and invoices
Parts come off van or warehouse stock and are reordered on purchase orders. Quotes, invoices, payment links through Stripe and Tap to Pay run from the job, with two-way sync to QuickBooks Online, Desktop and Enterprise, Xero and Sage.
Ask it from Claude, ChatGPT or Copilot
Fieldproxy has its own MCP server: anything you can do in the app, such as finding the jobs waiting on a visit or raising the invoice, can be done from Claude, ChatGPT or Copilot, with a confirm step before any change.
Worked example, demo data
A security system service, rated on the visit
Say Clearview Security Systems installs and services CCTV and access control for offices. Support runs in Zendesk; Nadia and Owen are two of its technicians.
- 1
The ticket
Ticket #12945 from Fernhill Accountants: two cameras in the car park show no picture. It becomes a job with the site, the camera assets and the ticket ID. - 2
The visit
Nadia checks in, finds a failed power supply, replaces it, photographs both camera views working and gets the office manager's signature. The report goes to the ticket, which moves to Solved. - 3
Zendesk rating
Zendesk sends its usual satisfaction request about the support conversation. That rating stays in Zendesk. - 4
Visit survey
After completion, Fieldproxy sends the office manager the visit survey. She rates the visit well and notes that Nadia explained what had failed. - 5
A different answer elsewhere
The same week, a different site rates a visit by Owen poorly, saying he left packaging behind. The answer sits on that job, next to the photos and report, so the manager can see what happened and talk to Owen. - 6
Across the month
The service manager compares visit answers by job type and sees that installations get lower answers than repairs, mostly about tidying up, and adds a checklist item for it.
Result: Support and the field were measured separately, a poor answer led to a specific conversation, and the fix became a checklist item rather than a reminder email.
Names, sites and ticket numbers in this example are made up to show the flow. They are not a customer and not a result.
Setup
Connected, set up around your queues, live within a day
The survey is set up alongside the Zendesk integration, in the same setup.
- 1
Decide what to ask
The questions about the visit, and how they relate to Zendesk's own rating so customers aren't asked the same thing twice. - 2
Connect Zendesk
Your Zendesk admin authorizes the connection; tickets, contacts and the write-back are mapped. - 3
Set timing and channel
When after completion the survey goes, and how it reaches the customer, set up per account. - 4
Choose where answers show
On the job and technician in Fieldproxy, and optionally as a note on the ticket. - 5
Test with real jobs
Complete a few real jobs, answer the surveys and check where the answers land.
Moving off a spreadsheet or another field app? Sites, assets, customers and open jobs come across with free, assisted migration. Fieldproxy is one price per company with unlimited users, so support agents, dispatchers, technicians and contractors can all log in. See pricing.
Fit
Who this is for, and when it isn't the right fit
A good fit when
- You want to know how field visits are going, separately from how support is going.
- Several technicians do visits and you want feedback per technician and per job type.
- Complaints about visits are hard to check because the visit record isn't next to them.
Probably not the right fit when
- You only want Zendesk's satisfaction rating and don't need feedback per visit.
- You want a full survey platform with advanced survey logic. Fieldproxy's survey is part of the job, not a survey tool.
- Visits are so few that a phone call to each customer works better.
Straight answers
Feedback on field visits for Zendesk teams: questions we get asked
Doesn't Zendesk already measure satisfaction?
When does the survey go out?
What can we see from the answers?
Can the survey result appear on the Zendesk ticket?
Which questions and channel are used?
Will customers get two surveys, one from Zendesk and one from Fieldproxy?
What happens with a poor answer?
Is the survey tied to proof of the visit?
How long does setup take?
Related
Where to go next
Every helpdesk Fieldproxy connects to follows the same pattern: the ticket stays where it is, the visit runs in Fieldproxy, and the result goes back. The same flow for Freshservice, Freshdesk, Zoho Desk and ServiceNow.
Know how the visit went, not just the ticket
Tell us what you want to learn about your field visits. We set up the survey with your Zendesk integration.
Get DemoLive within a day. Free, assisted migration. Unlimited users on one price per company.