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