Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Freshdesk email notifications.

In this article:


Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select Freshdesk in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the Visual option, then click Copy survey.

Freshdesk email placeholders

These are automatically included when you generate a Freshdesk survey, but here they are just in case. 😉

Team Member Email

{{ticket.agent.email}}

Team Member ID

Team Member First Name

{{ticket.agent.firstname}}

Team Member Last Name

{{ticket.agent.lastname}}

Customer Email

{{ticket.from_email}}

Customer ID

Customer First Name

{{ticket.requester.firstname}}

Customer Last Name

{{ticket.requester.lastname}}

Company Name

{{ticket.company.name}}

Ticket ID

{{ticket.id}}

Ticket Subject

{{ticket.subject}}

Custom survey placeholders

Description

{{ticket.description}}

Tags

{{ticket.tags}}

Add your survey to Freshdesk Email Notifications

Head over to your Freshdesk account, and navigate to the Admin (gear icon) > Workflows > Email Notifications.

Go to the Requester Notifications tab and choose the Agent Solves the Ticket template.

Paste the survey that you copied at the bottom of the message. Click Save, and you're done!

The survey embed code has a border when you copy and paste it into the email notification.

How to remove the survey borders

To remove the border you have to do the inspect hack.

Right click > select Inspect.

Next, scroll up a few lines and find the <table> element, and click it.

Then, on the right side, uncheck the box that says border 1px solid.

Close the inspect window, save the notification template, and you're done!

Try it out!

Create a test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊

If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌

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