Simplesat's suite of Freshservice integrations give you the ability to update requesters with rating details, create follow-up tickets from feedback, and sync ticket details to give your team full control and transparency over the customer satisfaction experience.

In this article:


Adding surveys in Freshservice

Simplesat surveys can be added to any email notification template in Freshservice. Follow this guide for the full details.


Authentication

You can access the Freshservice integration setup page here.

To authenticate you will need to copy and paste your API key. You can find this in your Freshservice account by clicking on Profile settings in the top right corner. Then it'll be in the right sidebar.

Here's Freshservice's documentation on generating new API keys.

Back on the Freshservice integration page in Simplesat, click authenticate and enter your subdomain and API key:

You can find your subdomain by looking at the URL you use to access your Freshservice account. For example, if the URL is https://simplesat.freshservice.com, then the subdomain value would be "simplesat".

If you have any issues authenticating, double check your credentials, remembering to remove trailing spaces at the end of each field. If it still doesn't work, shoot us a message and we'll be happy to help troubleshoot.


Update requester custom fields with rating details

Map Simplesat response details to any customer custom fields in Freshservice.

For example, you can make sure that contacts are always up to date with their latest CSAT or NPS score.

Here's more info about creating custom fields in Freshservice.

If you don't see the custom fields you've created in the integration mapping table, send us a message and we'll work on getting that added for you.


Create follow-up tickets from feedback

Automated follow-up tickets make it easy for your team to quickly respond to customers and close the loop - all within your team's existing support workflows.


Pull ticket details

Each time your customer provides a rating, Simplesat will associate the following information with the response.

Object

Data collected

Ticket

Subject

Customer

Name, ID, Email

Agent

Name, ID, Email

All information gathered through the API will override fields sent through URL parameters.


Add notes to rated tickets

Once enabled, your Freshservice tickets will automatically be updated with the latest rating sentiment, value, and comment, and all additional answers.


Update ticket custom fields with rating details

Map Simplesat response details to any ticket custom field in Freshservice.

For example, you can update tickets with the latest CSAT rating, sentiment, and follow-up comment.

Here's more info about creating custom fields in Freshservice.

If you don't see the custom fields you've created in the integration mapping table, send us a message and we'll work on getting that added for you.


Update ticket tags with rating and sentiment

Adds and updates tags with rating and sentiment values from the response.

Tags use the format simplesat_rating_RATING and simplesat_sentiment_SENTIMENT.

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