Apps Freshdesk

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