Let's freshen things up around here, shall we?
🧠 Know Before You Go
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A survey will be sent every time the Freshdesk rules you've set up are triggered.
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Surveys are sent immediately after ticket closure—make sure your Survey Templates and Sending Cadence are configured before integrating.
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Workflows triggered by AskNicely can create tickets back in Freshdesk for follow-ups.
⚙️ Activating Your AskNicely Callback URL
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In AskNicely, go to the App Store > Integrate tab.
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Search for Freshdesk or scroll to find it.
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Click on it, then copy the Callback URL—you'll paste this into Freshdesk shortly.
🛠️ Setting Up Freshdesk
Step 1: Open Observer Rules
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In Freshdesk, click Admin > Observer.
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Click "New Rule".
Step 2: Create a New Rule
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Rule Name:
AskNicely WebHook -
Description:
WebHook -
And the events are performed by:
Agent > Any -
On tickets with these properties:
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Recommended:
Status is changed from Any Status to Closed -
You can customize this to other triggers with your Freshdesk admin.
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Step 3: Configure the Webhook
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Perform these actions:
Trigger Webhook -
Request Type:
GET -
Callback URL: Paste the URL copied from AskNicely
Click Save—and you're done! 🎉 Surveys will now be sent automatically when tickets meet your rule criteria.
🧪 Note on Testing
We highly recommend testing your setup after saving. Add a test condition such as:
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Tag =
Test -
Then trigger a closed ticket and confirm the Contact and Survey data syncs correctly.
Remove test tags once you're satisfied with the configuration.
🔁 Activating a Workflow Return to Freshdesk
AskNicely Workflows can be used to create follow-up tickets in Freshdesk when specific types of responses are received.
Example Use Case:
Trigger a new Freshdesk ticket when a Detractor response is received.
Setup Tips:
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To: Your generic Freshdesk support email (e.g.,
support@yourcompany.com) -
From:
noreply@asknicelyemail.com(recommended) -
Subject: Use dynamic fields like
{{contact.name}} - NPS Detractor Alert -
Body: Include key response and contact data that agents need for follow-up
💡 Hot Tip: Your Freshdesk agents might not have access to AskNicely. Be sure to include all relevant context (NPS score, comment, account info) in the ticket body so they can respond appropriately.