Survey & CX Platforms

Connect Qualtrics, Medallia, SurveyMonkey, Intercom, Zendesk and more for automatic daily sync

Connect your survey or CX platforms directly to Caplena to import feedback automatically. These integrations use authenticated API access to pull new responses daily, so you can analyze open-ended feedback without manual exports.

Brandwatch

Our Brandwatch integration allows you to seamlessly import social media query results directly into Caplena for analysis.

1. Open Integrations Settings

   Log in to your Caplena account. Navigate to Account Settings → Integrations. Select Brandwatch from the available options.

   Here you can find more info on the Settings page

2. Add Your Brandwatch Account

   Click Add Account and fill in the following fields:

   

   • Connection name – Give your connection a unique name
   • Username – Your Brandwatch username
   • Password – Your Brandwatch password
   • Project name – You can find this in your Brandwatch account
3. Connect the Account

   Click Add Integration to authorize.

4. Import Brandwatch Data

   Go to Projects → Import Data → Brandwatch. Choose the account and specific survey you’d like to import.

   

Qualtrics

1. Access Integration Settings

   Log in to your Caplena account. Navigate to Account Settings → Integrations → Qualtrics.

   Here you can find more info on the Settings page

2. Set Up OAuth in Qualtrics

   Create an OAuth client in Qualtrics following the official guide. You’ll receive a Client ID and Client Secret. Required scopes: read:users, read:surveys, read:survey_responses.

3. Fill in Connection Details

   Click Add Account and complete:

   

   • Connection Name – A custom label (e.g. “Client A – Q Feedback”)
   • Client ID – From your Qualtrics OAuth setup
   • Client Secret – From your Qualtrics OAuth setup
   • Datacenter – Found in Account Settings → Qualtrics IDs → User
4. Connect and Import

   Click Add Integration. Then go to Projects → Import Data → Qualtrics and select the desired account and survey.

   

Medallia

1. Access Integration Settings

   Log in to your Caplena account. Navigate to Account Settings → Integrations → Medallia.

   Here you can find more info on the Settings page

2. Fill in Connection Details

   Click Add Integration and complete:

   

   • Connection Name – e.g. Medallia_NPS_Q4_2025
   • Client ID – Provided by your Medallia administrator
   • Client Secret – A secure key that works with your Client ID
   • Token URL – e.g. https://login.medallia.com/oauth/token
   • Query – The specific API endpoint to retrieve your feedback data

   If unsure about any values, contact your Medallia administrator.

3. Connect and Import

   Click Add Integration. Then go to Projects → Import Data → Medallia and select the account.

   

QuestionPro

1. Get your API Key and User ID

   Generate your API key using QuestionPro’s instructions. Find your User/Customer ID under My Account → Partner License.

   
2. Connect in Caplena

   Go to Settings → Integrations → Add Integration → QuestionPro. Fill in:

   

   • Connection name – Any name to help you recognize the integration
   • API key – Paste the API key you generated
   • User ID – Paste your QuestionPro Customer ID
   • Environment – Choose Production unless using a sandbox

   Click Add Integration.

SurveyMonkey

1. Create an App in SurveyMonkey

   Go to the SurveyMonkey Developer Portal. Click Create App, give it a name (e.g. “Caplena Integration”), and choose Private App.

   
2. Configure Scopes

   Open the app settings and under Scopes, enable at minimum the required read scopes.

   
3. Generate and Copy Your Access Token

   In the app menu, go to Credentials → Generate Access Token. Copy the token — you’ll need it in Caplena.

   
4. Connect in Caplena

   Go to Integrations → SurveyMonkey, paste the Access Token, and save.

   

Google Cloud Storage (GCS)

Connect a file stored in GCS so your project refreshes automatically overnight.

1. Set Up Google Cloud Storage

   Complete the following in Google Cloud:

   • Create a bucket
   • Create a Service Account and JSON Key
   • Grant the Service Account access to your bucket
   • Copy your file’s GCS URI (e.g. gs://your-bucket-name/path/to/file.csv)

   Supported formats: .csv and .parquet. Your file must include an identifier column and a date column.

2. Connect in Caplena

   Go to Integrations → Add Integration → Google Storage File (GStorageFile). Fill in:

   

   • Connection name – Any name to help you recognize this connection
   • Credentials – Paste the entire JSON content of your service account key (do not upload a file — paste the JSON text)

   Click Add Integration.

3. Configure Data Import

   

   • Account – Select the integration you just created
   • File URL – Paste your gs:// file URI
   • Identifier column name – The column that uniquely identifies each row (e.g. id, response_id)
   • Date column name – The date/timestamp column used to detect new data (e.g. created_at)
   • Source name (optional) – A label that will appear in your project

Decipher

1. Generate Your Decipher API Key

   In your Decipher account, open the user menu (top right) → API Access → Create API key.

   

   
2. Connect in Caplena

   Navigate to Account Settings → Integrations → Decipher. Click Add Account and fill in:

   

   • Connection name – e.g. “Decipher – US Surveys”
   • Decipher API key – Paste the key generated above
   • Query URL – Your Decipher instance URL

   Click Add Integration.

3. Import Data

   Go to Projects → Import Data → Decipher and choose the survey to import.

Intercom

1. Add Your Intercom Account

   Navigate to Account Settings → Integrations → Intercom. Click Add Account and fill in:

   

   • Connection name – e.g. “Intercom Production”
   • Access token – From your Intercom Developer Hub
   • Region – US (api.intercom.io), EU (api.eu.intercom.io), or AU (api.au.intercom.io)

   Click Add Integration.

2. Import Data

   Go to Projects → Import Data → Intercom. Choose your Account and Survey type.

   

   Configure optional settings:

   • Initial import limit, start/end date
   • Conversation state (open, closed, snoozed)
   • Source type (Conversation, Email, WhatsApp, etc.)
   • Tag IDs

   Enable Synchronize data sources for automatic daily sync. Click Continue.

Zendesk

Import and analyze Zendesk ticket data and CSAT responses directly in Caplena.

1. Set up OAuth in Zendesk

   Before connecting to Caplena, create an OAuth client in your Zendesk account. Follow the official Zendesk documentation and use these settings:

   • Redirect URL – https://api.caplena.com/api/ui/integrations/zendesk/oauth/callback
   • Client kind – Confidential
     

   Copy your Client Secret during setup — Zendesk will not display it again once you leave the page.

2. Open Integration Settings in Caplena

   Log in to your Caplena account. Navigate to Account Settings → Integrations. In the top-right section, select Zendesk.

   Here you can find more info on the Settings page.

3. Add Your Zendesk Account

   Click Add Account and fill in:

   

   • Connection name – e.g. “Zendesk Production”
   • Client ID – The “Identifier” from your OAuth setup in Zendesk
   • Client secret – The secret copied during OAuth setup
   • Company subdomain – e.g. yourcompany for yourcompany.zendesk.com
4. Connect the Account

   Click Add Integration. You’ll be redirected to Zendesk — approve the read-only permissions. Once done, Zendesk appears in your connected integrations list.

5. Import Zendesk Data

   Go to Projects → Import Data → Zendesk. Choose your connected Account and the data type to import (tickets or CSAT responses).

   

Frequently asked questions

What happens if I delete columns in Caplena? The data from Medallia or Qualtrics that corresponded to those columns will no longer sync. Synchronization continues, but without updating the removed columns.

What happens if I add new columns manually in Caplena? New columns added manually will not be filled by Medallia or Qualtrics syncs. They will remain empty unless populated manually.

What happens if I add new columns in Medallia or Qualtrics? New columns added in your source platform will not be included automatically. They won’t appear in Caplena unless the query used in the integration is updated accordingly.