You can send a Simplesat survey to your Freshdesk customers in a Freshdesk email notification, like the one sent when an agent solves a ticket, or have Simplesat email it when a ticket closes. Survey code pasted into a Freshdesk notification works without connecting Freshdesk.

Connect Freshdesk to put each response on the ticket it rates and on the customer's Freshdesk contact.

The Freshdesk page in Simplesat lists its integrations under Survey integrations and Ticket integrations. You switch each one on separately with Activate integration.

The ticket integrations run only when the survey is connected to Freshdesk and the response came in with a Freshdesk ticket ID. A survey is connected when:

If you still have the older, deprecated Automatically send survey on ticket closure switched on, you'll see it listed too. It takes the survey's endpoint in its Field mapping instead of a Survey setting.

The Freshdesk integrations are available on every Simplesat plan.

In Simplesat, you need the Manage integrations permission to connect Freshdesk and switch integrations on. Owner and Admin have it by default.

In Freshdesk, you connect with an agent's API key. The integrations then act as that agent, and private notes are posted under their name.

Use the key of a Freshdesk Administrator or Account Administrator whose ticket scope is All tickets. The integrations can do only what the agent's role and ticket scope allow, and they need to reach every ticket your surveys rate. Choose someone who will keep their Freshdesk access.

If your security team asks what Simplesat can read and write in Freshdesk, point them to Integration security, permissions and data flow.

Before you rely on an integration, run a real ticket through it, following Testing an integration end to end.

In a Freshdesk notification, the survey is part of Freshdesk's own email and goes out whenever Freshdesk sends that notification. With Automatically send survey on ticket closure, Simplesat sends the survey in its own email to the requester when a ticket closes.

If you're still deciding how to send, Choosing a survey delivery method sets these two against Simplesat's other options.

To test it, create a ticket with yourself as the requester, solve it and click a rating in the email.

When Freshdesk sends the notification, it fills in the placeholders in the survey code. That's how each response comes in with its ticket, customer and agent:

If responses come in missing their ticket, customer or agent, Placeholders and merge fields explains how placeholders get filled in.

From then on, when a ticket's status changes to Closed, Simplesat emails the survey to its requester, and each response comes back tied to the ticket, the requester and the agent. A ticket set to Resolved gets no survey until it's Closed. Each ticket is surveyed once, so a ticket that's reopened and closed again doesn't get a second email.

The survey's Delay holds each email back for the number of hours you set. Its Suppression sends any one customer the survey at most once in the number of days you set.

To test the integration, create a ticket with yourself as the requester and close it the same way your tickets usually get closed. After any Delay, check that the email reaches you and shows on the survey's Email activity. If it doesn't arrive, work through When a survey does not send.

Simplesat waits at least five minutes after a response arrives before writing to Freshdesk, and writes again whenever the response changes. When you set up Field mapping, or want more on that timing, see Writing feedback back, and mapping the fields.

You can limit each of these integrations to the surveys you choose with its When should this integration run? setting.

A private note appears on the rated ticket. It shows who left the feedback, its sentiment and the survey it came from, with links to the customer, the response and the survey in Simplesat. Below that is every question and answer, with ratings shown as emoji.

If the response changes later, for example when the customer answers another question, a second note follows.

The rated ticket gets a rating tag (simplesat_rating_4 for a rating of 4) and a sentiment tag: simplesat_sentiment_positive, simplesat_sentiment_neutral or simplesat_sentiment_negative.

When the rating changes, the old Simplesat tags come off and the new ones go on. The ticket's other tags stay.

The rating, sentiment, comment and other response details go into the Freshdesk ticket fields you choose. Field mapping starts empty, so add a row for each field you want filled.

The list of fields comes from Freshdesk each time you open the settings, so reload the page to see a field you've just created.

The latest rating, or any other response details you map, goes on the Freshdesk contact whose email matches the customer's. Choose the contact fields in Field mapping. If no contact has that email, or the response has no email, nothing is written.

As with ticket fields, one empty mapped value stops the whole update.

With Pull ticket details on, Simplesat reads the ticket as soon as a response arrives and adds these to the response:

These replace the ticket fields and team members the response came in with. The response shows what Freshdesk has on the ticket, not what the survey code carried.

To see how Simplesat uses these details to tie feedback to tickets, customers and agents, read Attribution: linking feedback to tickets, customers and agents.

Create follow-up tickets from feedback opens a new Freshdesk ticket for each response with a sentiment you've switched on in its settings. The subject reads New sentiment feedback from customer name on ticket ticket ID, for example New negative feedback from Ana Lopez on ticket 1042. The description has the customer's details, every answer and a link to the response.

The ticket opens as Low priority and Open, with the customer as requester. It isn't linked to the rated ticket.

Because the customer is the requester, Freshdesk may send them its new-ticket email when a follow-up opens. To stop that for follow-ups only, add a rule in Freshdesk under Admin → Workflows → Automations → Ticket Creation. Set its conditions to match only the follow-up tickets, for example by their subject, and its action to Skip new ticket email notification. Turning off New Ticket Created under Requester Notifications stops it too, but for all your tickets.

If you're new to follow-ups, start with Creating a follow-up ticket from feedback.

To connect a different Freshdesk account, or to use another agent's API key:

Responses that arrive between Revoke access and activating again aren't written to Freshdesk, so do these steps in one go. Survey code in your Freshdesk notifications keeps working throughout.

If a value you've mapped is empty, as the comment is when a customer doesn't leave one, Freshdesk refuses the whole update and none of the fields change. Mapping only values every response has avoids this.

If the field you want isn't in Field mapping, create it in Freshdesk and reload the page.

Ticket fields also need a survey connected to Freshdesk and a response that came in with the ticket ID. Contact fields need a Freshdesk contact with the customer's email. Either way, writes happen at least five minutes after the response arrives.

If the fields still don't update, contact us with the response's link.

The ticket integrations run only on surveys connected to Freshdesk, and only when the response came in with the Freshdesk ticket ID. A survey in a Freshdesk notification carries the ID when Freshdesk fills in {{ticket.id}}.

If that's in place, check that:

If none of this explains it, send us the response's link.

Automatically send survey on ticket closure emails the requester when a ticket closes. Check that:

Then look for the email on the survey's Email activity, and work through When a survey does not send.

If you've closed a ticket and nothing at all shows up for it on Email activity, contact us.

In Freshdesk URL, enter your address as acme.freshdesk.com, without https:// or a slash at the end. Custom help desk domains don't work, so use your freshdesk.com address. If it still fails, copy the API key again from your Freshdesk profile settings.

That's expected. The note and follow-up integrations run when a response arrives and again when it changes, for example when the customer answers another question later or changes their rating. Each run adds a note or opens a ticket.

Simplesat doesn't check the connection after you connect. If the agent whose API key you used loses access, or the key changes, the integrations fail and the page still reads Authenticated with Freshdesk. Click Revoke access, then Authenticate with a current key, then Activate integration on each integration.

If the page shows an error on an integration, look it up in Integration error messages and what they mean.

Yes, if you let a Freshdesk rule decide. A Freshdesk automation rule can call the survey's event-based endpoint through a webhook action, and the rule's conditions pick the tickets. Copy the Endpoint and Request body from the survey's Delivery subtab, and send a Simplesat API key from Admin → API keys in the X-Simplesat-Token header.

Automatically send survey on ticket closure has no conditions of its own, so it can't do this.

For Automatically send survey on ticket closure, set the survey's Suppression on its Delivery subtab. A customer then gets the survey at most once in that many days. A survey in a Freshdesk notification goes out with every notification of that type.

The agent whose API key connected Freshdesk. To post them under another agent, reconnect Freshdesk with that agent's key.

No. Simplesat puts ratings on Freshdesk tickets and contacts as private notes, tags and fields.