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

Create a your survey

First, create a Generic Embed survey. 

Customize the survey settings, and add Freshdesk's email placeholders in the Embed Code section.

Freshdesk email placeholders

  • Team Member 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.requester.company_name}} 
  • Ticket ID - {{}} 
  • Ticket Subject - {{ticket.subject}}

Once you have the placeholders filled in, click Save and Generate Embed Code. Make sure you're on the Visual option, then click Copy Survey.

Add your survey to Freshdesk

In the Admin section, navigate to Email Notifications.

Choose the Agent Solves the Ticket option in the Requester Notifications tab.

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

Test new ratings

Create a test ticket with yourself as the requester. Solve it and click a rating in an email. Once you do, new feedback should instantly show up in your Simplesat dashboard.


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