Freshdesk
Freshdesk is an online cloud-based helpdesk software with multiple channel customer service to support customers across phone, email, chat, web, Twitter, and more.
Freshdesk Survey Integration: Use Cases
Freshdesk integration with SurveySparrow allows you to gauge your customers for feedback at the right moments, and improve upon the customer experience process from the inputs received. Track survey responses in one place and gain valuable insights with Freshdesk Survey integration!
Trigger survey when a ticket is updated
Trigger a survey to the ticket requester once the ticket is updated to keep them in the loop always. Resolve customer queries & concerns efficiently with Freshdesk Survey integration.
Automate surveys at the right time
Automate Customer Satisfaction surveys to be sent to ticket requesters once their ticket is closed. Optimize your help desk process and improve overall customer experience the right way using Freshdesk integration with SurveySparrow.
Conduct regular NPS checks
Send NPS surveys to active customers periodically to get the latest feedback. Identify areas where your customer support is falling short and follow-up with passives & detractors, with Freshdesk survey integration.
Track survey responses in Freshdesk
Track survey responses back to Freshdesk once a ticket requester has submitted their response to your survey. This level of automation saves you the trouble of switching between two software to keep track of customers' feedback.
How to set up your Freshdesk Survey Integration
Webhooks
A webhook in web development is a method of augmenting or altering the behavior of a web page, or web application, with custom callbacks.
Step 1: Navigate to Settings and choose Automation.
Step 2: Under Ticket Update, click New rule.
Step 3: Enter the Rule Name and Action on which the trigger occurs(In this case, when the Ticket status changes from pending to closed).
Step 4: Under the ‘Perform these Actions’ header, choose the Trigger Webhook option.
Step 5: Select Method as PUT.
Step 6: URL - https://api.surveysparrow.com/v1/shares/email/{shareid}
Step 7: Authentication - Enter Username and Password(Enter API key in place of Password).
Step 8: Choose JSON encoding. Pass custom parameters as required. Refer to the code snippet below.
Step 9: Save and test the connection.
Step 8:
For example: {
'contacts': [
'{{ticket.contact.email}}'
],
'customParams': {
'freshdeskid': {{ticket.id}}
}
}
Zapier
Zapier is an online automation tool that connects your apps and services. You can connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration.
Trigger - Update Ticket in Freshdesk
Step 1: Choose App and Event - Freshdesk and Update Ticket
Step 2: Choose Account Sign in to your Freshdesk account
Step 3: Find Data - Choose Sample data to Send
Action - Share Survey
Step 1: Choose App and Event - SurveySparrow and Choose Survey to Send
Step 2: Choose Account - Sign in to your SurveySparrow account
Step 3: Customize Share Survey
Step 4: Select a survey from the list
Step 5: Select a share option (In this case, Email share)
Step 6: Select a recipient email ID
Step 7: Pass a custom variable(Example: ticketid)(Optional)
Step 8: Test the connection