Let's Freshen things up around here, shall we?
Know Before You Go
A survey will be sent every time the Freshdesk rules you will be setting up are met. This happens immediately after you have set up the Integration. Take a moment to ensure that you have your Survey Templates and Sending Cadence set prior to integration.
Activating Your AskNicely Callback URL
Install the Freshdesk App from our App Store. Find Freshdesk by using the Search Bar in the top Right Corner or Scroll from the "Integrate" page.
Copy the Callback URL. We'll need that at the end of the Setup.
1. Within FreshDesk, click Admin > Observer
2. Click "New Rule"
Completing the Recommended Rule Setup
And the events are performed by:
Agent > Any
On tickets with these properties:
Status is changed from “Any Status” to “Closed”
You could create other configurations here to suit your own needs - Consult with your top FreshDesk admin for ideas
Perform these actions:
Callback URL: Paste the URL you copied in AskNicely
Click Save... and you're done! AskNicely Contacts will now be created and immediately sent a survey every time a Freshdesk ticket is closed.
Note For Testing: We HIGHLY recommend that after you Save, you test and re-test your Rule Setup. Add in specific properties for testing closed tickets (ie. Tag > Test) and remove them after confirming Contact and Survey data is completed.
Activating a Workflow Return
You can utilize the power of AskNicely's Custom Workflows to create a new ticket in Freshdesk for any Response type. This is useful if you want your Agents to complete follow-up with Contacts from within Freshdesk.
Use our flexible Rulesets to target the specific type of responses you want to follow up on. We always recommend that you "Close the Loop" With Your Contacts.
In the To field, use your generic Freshdesk support email address.
In the From field, we recommend using
In the Subject field, use Dynamic fields and phrases that will help alert your team to triage the ticket accordingly
In the Body, you can add any data that will assist your team in responding to the customer thoughtfully based on their Survey Response.
Hot Tip: Your Freshdesk agents may not have access to AskNicely.
Make sure that they have all the information they need from
the Response and Contact Data to act on and respond to the feedback.