With the new Satisfaction Survey in Freshdesk, you would be able to customize your surveys with more than 3 point scales. This new satisfaction survey is available from the Pro (previously Estate) Plan onwards.
So, if you are using an account in the Pro or Enterprise plan (previously Estate or Forest plan), please do drop in an email to firstname.lastname@example.org and we would have this enabled.
Please navigate to Admin -> Workflows -> Customer satisfaction -> click on edit to customize this once it is enabled.
While sending the survey, you could add your own content, requesting the customer to rate their experience. This could be something like "Please tell us what you think of your support experience".
If you wish to change this text, please navigate to Admin -> Workflows -> Customer Satisfaction -> Edit which would allow you to edit the content available under the "Survey Question" field. Hit on "Save" to use the edited text for future surveys.
With the new surveys in Freshdesk, you would be able to set up an additional set of questions that you could send out to the customers.
Please navigate to Admin -> Workflows -> Customer satisfaction -> click on edit next to the survey to be taken to the survey details. Below the thank you page, there is an additional questions section that could be set up and sent out to the customer.
If you are on the Estate plan or higher, drop a quick email to email@example.com to have this enabled for your account.
If you have enabled the satisfaction surveys, the customers would also have the ability to rate the closed ticket from the customer portal itself.
Please check whether it is enabled in Admin -> Workflows -> Customer satisfaction and toggle the survey off if you do not want this to go out to customers.
The surveys would not be sent to you if the requestor of the ticket is the same as an Agent email address.
Hence, please try sending the survey to a ticket where your agent address isn't the requestor (preferably from your personal address).
If the setting is set to send the survey when the status of a ticket is changed to Resolved or Closed, the satisfaction survey would be sent along with the Requester notifications of 'Agent Solves the Ticket' and 'Agent Closes the Ticket' respectively.
Please navigate to Admin > Workflows > Email notifications > Requester notifications and toggle on the corresponding email notification to make sure that the survey is sent. If this is toggled off, then the survey would not be sent.
The survey will also not be sent on tickets where the requester of the ticket is also an agent on the helpdesk as it is not considered ideal for an agent to rate another agent.
As of now, we do not have the ability to calculate the NPS via the Freshdesk surveys, but you sure could try out the Integration with Survey Monkey that would help you get this done.
Please navigate to Admin -> Support Operations -> Apps to bring this into your system.
You would have a default customer satisfaction survey configured on your account. If you are looking to create a new and customized Satisfaction Survey, you could have this set up under Admin -> Workflows -> Customer Satisfaction -> New Survey.
Once this is configured, you would be able to choose from the Survey list on which Survey you would like to associate with your account. At any given time, you could have only one Survey turned on.
This feature is available from the Pro plan (Previously Garden) onwards.
The CSAT survey email might not have been translated in the preferred language if any one of the following is true.
1. The language associated with the contact seems to be incorrect. The customer’s preferred language is auto-detected by Freshdesk and saved in contact details based on their first interaction. This can be changed under Contact > Edit Contact.
2. The survey will be sent in the default language if the translations for the customer's preferred language is not uploaded or available in Freshdesk.
3. The ‘secondary languages’ in your helpdesk should be marked as ‘Visible in portal’ for the surveys to be automatically translated to the corresponding languages
Satisfaction surveys would be triggered through email notification. When a social ticket is created, we just fetch the username of the user. So ideally, there is no direct option to send a CSAT survey for social tickets.
But you could integrate any third party tool and attach a survey link manually.
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