Apps Freshdesk

Freshdesk

Freshdesk integration with SurveySparrow lets you trigger surveys when a ticket/contact is created or updated on your Freshdesk account.

E.g. You can trigger a Net Promoter Score survey to your audience after a ticket status is closed to understand how well you’ve handled their tickets, collect feedback in areas where you can improve, and create win-win moments for both sides.

Freshdesk SurveySparrow Integration: Use Cases

Trigger a survey when a ticket is created or updated

Trigger surveys when a ticket is created or updated

Collect customer feedback right when the ticket status is created or updated. Tapping feedback from your customers at the right time helps you go deeper into the feedback loop, and close it, effortlessly.

Trigger surveys when a ticket is created or updated

Trigger a Net Promoter Score or Customer Satisfaction (CSAT) survey through Email/SMS share whenever an update happens in the ticket fields. Power up your customer feedback programs, better!

Trigger a survey when a contact is created or updated

Trigger surveys when a contact is created or updated

Collect customer feedback when a new contact is created or when an existing contact is updated on your Freshdesk account.

Trigger surveys when a contact is created or updated

You can trigger an NPS survey, a Customer Onboarding survey, after a contact has been successfully onboarded into Freshdesk, asking for their onboarding experience on a scale of 10. Another notable scenario is to trigger a survey whenever an update happens with an existing contact. E.g. Triggering a survey when the customer changes their phone number, address, Twitter ID, etc., is a good practice.

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.

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