Freshdesk Integration for Templates

In this article:

FAQs

Suggested next article: Core Training & Certification


Setting up the Freshdesk integration

Delighted’s Freshdesk integration can automatically trigger Template surveys (ex. CSAT, NPS, CES) via our Email Platform. Quickly use Freshdesk to define the events you want to trigger new email queries — such as tickets whose status changes to "Resolved" and/or "Closed."

To set up Freshdesk:

1
Open the Admin section in Freshdesk

2
Click on “Automations” under the section for Helpdesk Productivity

3
Click on “New Rule”

4
Name the rule “Delighted Survey Trigger”

5
Create two conditions

Note: These conditions can be customized as needed.

  • In Ticket, If Status, Is, Closed OR
  • In Ticket, If Status, Is, Resolved

6
Under “Perform these actions:”, select “Trigger Webhook”

7
Configure the webhook with the following details
  • Request type: POST
  • URL: Find the URL here
  • Enable Requires authentication
  • Encoding: JSON
  • Content: Simple

8
Click "Preview" and save

Back to top


What is the URL I should provide for the webhook?

Note: This URL does include a 1 day delay. If you'd like that removed or adjusted, simply change the "&delay=VALUE" section of the URL string below to your preferred delay (in seconds).

Click on the button below to copy the URL string you'll need for your Freshdesk automation:

Back to top


Can I create a ticket in Freshdesk following a response received?

Yes. Contact the Customer Concierge team for full details (Note: This requires use of Zapier).

Back to top


Can I change what events trigger a Delighted survey?

Yes. In Step 5 mentioned above, you can set any conditions for your Freshdesk trigger. Once these conditions are met, we'll automatically trigger a Delighted survey.

Back to top


How can I change the survey type I'm using to either CSAT or CES?

Interested in using another survey type (ex. CSAT, CES, etc.) for your post-support surveys? Set up a new Template to get started! Learn more via our Templates Overview resource.

Back to top


Still need help? Contact Us Contact Us