Zonka Feedback's Freshdesk Integration enables you to connect Freshdesk and Zonka Feedback accounts to automatically send Surveys to customers by email or SMS after closing a ticket or updating a ticket and add new tickets to Freshdesk based on new Survey Responses.
With the Freshdesk and Zonka Feedback integration, you can:
Trigger Surveys automatically after closing a ticket
Add new Tickets in Freshdesk based on conditions in new Survey Responses
In this section
What do you need for this integration?
A Zonka Feedback Account - any plan
A Freshdesk Account
Finding your Freshdesk Domain Name & API Key
You will need your Freshdesk Domain Name and API Key to connect Freshdesk and Zonka Feedback. To find your Freshdesk domain name and API Key, do as follows:
Open your Freshdesk account, and click your profile avatar in the top right corner.
Choose Profile settings.
Your API key is in the top right of the Profile settings screen.
To find your Helpdesk name or Domain Name, click on the Admin icon on the left sidebar.
Click on Portals under Support Channels.
Click on View Portal. Your Helpdesk portal will open in a new browser window.
Copy the text before .freshdesk.com. This is your Freshdesk Domain Name or Helpdesk Name.
Setting up the Freshdesk Integration with Zonka Feedback
Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.
Click on 'Connect' in Freshdesk
Next, you will see the Freshdesk Integrations Detail Page where you have to enter your Freshdesk account details — Domain Name and API Key. Once done, click on 'Connect to Freshdesk'.
Once connected, all information about all your agents will be visible with their names, email addresses, IDs, and Status. You can sync these to Zonka Feedback. Once done, you would be able to see them as External Users in your Zonka Feedback account. (With your agents added as External Users in Zonka Feedback, you'd be able to see responses were taken for those agents, their CX Metrics — CSAT Score, NPS, and CES in the Team Performance Report.)
Now you can enable Freshdesk for creating a new ticket in Freshdesk when a new response is received in Zonka Feedback. You can also read about how to set Automation in Freshdesk to trigger Zonka Feedback Email Surveys when a ticket is updated.
Creating a new Freshdesk Ticket for new Zonka Feedback Survey Response
With the Freshdesk and Zonka Feedback Integration, you can create a new ticket and assign it to agents for all the new Survey Responses. This is extremely handy as it eliminates your need to check new Survey Responses on the Zonka Feedback platform or via Email.
What do you see in the Freshdesk ticket for the new Survey Response?
You're able to see the following information when you sync your Freshdesk and Zonka Feedback accounts.
CX Metrics (if being measured in the Survey): This includes NPS, CES, and CSAT Scores.
Survey Response with all Survey Questions and their corresponding Responses.
Link to survey response: This will take you directly to the Response Detail in your Zonka Feedback Account.
When do you want to create a ticket in your Freshdesk account?
Once you have Connected your Freshdesk and Zonka Feedback Account and synced your agents. You can enable the toggle to create a new ticket in your Freshdesk account. Create a new message for a new response either every time or Only when.
Every time: For all the new responses collected for a survey, a new ticket gets generated.
Only When: This option allows you to set filters and rules to break down your survey results and focus on specific parts of your data and create tickets based on it. You can have a combination of either 'All' or 'Any' conditions to set your criteria.
For example, you can filter by question and answer to view respondents who answered a question a certain way. Or you can filter by completeness to view only complete responses. Or you can filter based on a specific day or time. Know more about various filter options.
Once done, click on the 'Save' button.
Your integration is set up successfully and you would have tickets created in your Freshdesk account for a new response.
Send Zonka Feedback SMS or Email surveys automatically?
You can create an automation rule in your Freshdesk account to send a survey email when a ticket is updated. Based on the changes made in your tickets, there would be SMS or Email surveys triggered to your freshdesk contacts. This becomes one easy way to measure your contact's satisfaction level and their experiences with your agents.
For example, when a ticket status is updated as 'Pending' or 'Resolved'. With this integration, you can trigger an NPS or a CSAT survey to your customer.
Following are the steps you need to follow to setup this integration -
First you need to create a survey which you wish to distribute if a ticket is updated. You can learn more about Creating a Survey from scratch here.
In the 'Build and Distribute' tab, go to the Integrations.
In integrations, go to Freshdesk settings. Click on 'Connect'.
Provide the helpdesk domain and API Key for your freshdesk account.
Once the integration is complete, you will see the following options to proceed with.
Click on 'Add Trigger' button to proceed. You will be presented with a trigger form.
In the form insert the following input to successfully create the trigger -
Trigger Name - The name of the trigger you need to track and respond to when it hits.
Trigger Description - The summary of what a trigger is essentially doing.
Preferred Channel - Select between SMS or Email Surveys
Fulfilment Criteria - Select if ALL or ANY conditions are met
Add Condition - Select the object, its attribute, operator and the value to create a condition.
You can add create conditions on ticket on following attributes - Subject, Description, Type, Source, Status, Priority, Group, Agent Name and Company Name.
You can add multiple conditions on multiple attributes of the object selected.
Click on 'Save' button.
You will be able to see the trigger in the list of triggers on the freshdesk integration page. You have successfully added a triggered email surveys for your freshdesk audience.
Resync agents
If you had missed out syncing any of your agents, you have an option to resync by clicking on the 'Resync agents' at the right top.
Click on Save, and all your integrations and triggers get updated.
Removing Freshdesk Integration
Anytime you want to remove the Slack Integration, you can do so easily. Here's how.
Go to Surveys > Integrations > Freshdesk
Scroll down to the bottom and click on the link 'Remove Integration'. The Integration would be removed.
You can connect your Freshdesk Account anytime later if you want to reconnect it.
FAQs: Freshdesk integration with Zonka Feedback
Can I set Multiple criteria for ticket creation?
Yes. You will have an option to create tickets based on different conditions and filters.
With the Freshdesk Integration, you can set different filtering options, and when 'ALL' or 'ANY' of the following conditions are met a ticket is created.
For instance,
Condition 1 - You want to create a ticket for those respondents whose NPS score is 8 and above and was collected on Monday and whose Gender is Male.
Condition 2 - You want to create a ticket for those respondents whose NPS score is 8 and above or response collected on Monday or whose Gender is Male.
Can I set a Resolution date for the tickets created?
Yes, you can set your Resolution due date. By default, it is fixed based on whatever is in your Freshdesk account. the default configuration shows that a ticket resolution time has a maximum span of three days.
Can I sync some agents now and the remaining later?
Yes, you have an option to do so. You can initially sync some of your agents and then click on the 'Resync agents' to sync your missed out agents.
Can I connect different Freshdesk accounts for the same Survey?
Yes, you can connect different Freshdesk accounts for the same Survey. However, at any given time only one of these would be connected and active. The remaining accounts are saved and would be inactive.
Ensure that the correct Freshdesk account is connected to create a ticket or send an SMS or Email survey for any updates made in the ticket.