Here is how to trigger a customized Wootric survey upon ticket resolution (or other action) in Freshdesk. 

  1. Log in to your Wootric dashboard and go to your Settings. You will see a scroll menu on the left side of your screen. Scroll down and click on “Trigger Surveys”.  Click the button to set up Freshdesk and click the “enable” button. If you cannot click the "enable" button, it means this feature is not currently enabled for this account. Please contact us to enable this feature.

2. In a new browser tab, log in to your Freshdesk account. On the left side of your screen, you will see a little gear icon, which is your Admin tab. Click through and then search for Automations using the text box or look for it under the Helpdesk Productivity section.

3. Click on the button to create a new rule.

4. Provide a title for your webhook that describes its function, e.g. “Send Wootric CSAT Survey on Ticket Resolved”.

5. Set the conditions to trigger the survey. For example, select In Tickets -> If Status -> Is -> Resolved.

6. In "Perform these actions:" select Trigger Webhook. For the "Request Type" select POST.

7. On the tab with Wootric open, scroll down to the URLs for survey channel options and copy the URL for your chosen survey delivery channel.

8. Return to Freshdesk and paste the URL, then select JSON as the "Encoding" if it's not already selected.

9. For "Content" select the Advanced option and paste the JSON depending on your request type. For example, for email it should look something like this:

{
  "emails" : ["{{ticket.contact.email}}"],
  "subject" : "Sample subject",
  "intro" : "Sample intro"
}

With email surveys, you can customize the "subject", "intro" and "survey_settings". The "survey_settings" is an object that can contain these values:

  • language
  • audience_text
  • product_name
  • custom_messages
custom_messages

 is also an object that can contain the following values:

  • promoter_followup_text
  • promoter_thank_you_link_text
  • promoter_thank_you_link_url
  • promoter_thank_you_main
  • promoter_prompt_text
  • passive_followup_text
  • passive_thank_you_link_text
  • passive_thank_you_link_url
  • passive_thank_you_main
  • passive_prompt_text
  • detractor_followup_text
  • detractor_thank_you_link_text
  • detractor_thank_you_link_url
  • detractor_thank_you_main
  • detractor_prompt_text

Here's an example using all the parameters.

{
  "emails" : "your@email.com",
  "subject" : "This is the email's subject. It can contain placeholders like {{ticket.id}} or {{agent.name}}",
  "intro" : "This is an intro message.",
  "survey_settings" : {
    "language" : "English",
    "product_name" : "Examply",
    "audience_text" : "a colleague",
    "custom_messages" : {
      "promoter_followup_text" : "Thanks for your feedback! Would you please tell us about your experience?",
      "promoter_prompt_text" : "What did you like the most?",
      "promoter_thank_you_link_text" : "Join our referral program!",
      "promoter_thank_you_link_url" : "https://examply.com/referrals",
      "promoter_thank_you_main" : "Thanks for your feedback!",
      "passive_followup_text" : "Thanks for your feedback. How can we improve?",
      "passive_prompt_text" : "Help us improve!",
      "passive_thank_you_link_text" : "Return to our Support Center",
      "passive_thank_you_link_url" : "https://examply.com/support",
      "passive_thank_you_main" : "Thank you for your feedback!",
      "detractor_followup_text" : "Thank you for your feedback. How can we improve your experience?",
      "detractor_prompt_text" : "Please tell us how we can do better.",
      "detractor_thank_you_link_text" : "Return to our Support Center",
      "detractor_thank_you_link_url" : "https://examply.com/support",
      "detractor_thank_you_main" : "We hear you. Thank you for your feedback!"
    }
  }
}

You can customize any field by inserting custom placeholders, like {{ticket.id}}.

10. Go ahead and click the "Preview and save" button. A pop up will appear with a Summary of your rule. Give it a final review to check that everything is ok and Save your new rule.

11. Your trigger is now set up. Customers who meet the trigger criteria will now receive a Wootric survey like the example below:

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