The SurveyMonkey app

Integrating Freshdesk and SurveyMonkey lets you add SurveyMonkey surveys right inside tickets, the same way you’d add the default satisfaction survey. The Satisfaction Survey in Freshdesk gives you an easy way to tap immediate feedback from customers. But sometimes, when you need deeper insights, you want customers to fill out a more complete survey questionnaire.

When to use a SurveyMonkey survey from within Freshdesk

· Understand customer loyalty with SurveyMonkey’s Net Promoter Score.

· Send a more in depth feedback questionnaire.

· Ask customers to fill out market research or feedback surveys that you already use in other channels.

How the SurveyMonkey app works

Once you install the SurveyMonkey app, you can choose which survey you want to add. You can now select whether you want customers to take the survey when a ticket is resolved or closed or with every ticket, or you could even choose which replies you’d like to add the link to.

Note: You will be able to use the SurveyMonkey app ALONG WITH your existing satisfaction survey. If you would like to only add the SurveyMonkey survey, remember to disable the Freshdesk Satisfaction Survey from Admin > Workflows > Customer Satisfaction in your Freshdesk account.

Quick Guide to setting up the SurveyMonkey app

• Go to Admin > Support Operations > Apps > Get More Apps.

• Select SurveyMonkey and click on Install.

• You will be prompted for your SurveyMonkey Username and password. If you do not have an account already you can create one. You can also sign in via Google or Facebook.

• In the Freshdesk's app configuration page, you will see the list of available surveys from your SurveyMonkey account. Note that only surveys where the Collector in SurveyMonkey is categorized as Web Link will be listed here.

• Pick a custom survey based on the requirement of each team (ticket group).

• Pick the collector for each survey.

• Choose a text that should appear below your signature in the emails with the survey link (prompting the customers to take the survey).

• Choose which emails should have the survey link.

• Click Update. These settings can be edited any time by clicking on the edit button in the SurveyMonkey tab.

If you choose Allow agents to add survey links to specific emails, a checkbox appears below the reply email. This allows agents to pick who to send the survey links to.

Each team can now send out custom surveys, be it a support rep or product manager. For example, the support team can send a survey about the quality of the customer service and the product management team can get an opinion about a new feature.

Placeholder to return the survey result for this integration - {{ticket.surveymonkey_survey}}

Survey Monkey for Facebook replies

Once the integration is enabled, the Survey Monkey icon will appear in the reply section. Agents can click on this icon to send the CSAT link to the customers and get their feedback.

Note: The Survey Monkey links can be attached only to Facebook replies.