Automatically trigger an AskNicely customer feedback survey based on activity in Freshdesk.
AskNicely is customer feedback software that helps businesses improve customer experience and accelerate growth using the Net Promoter Score (NPS) framework.
Create a culture of continuous feedback. Automatically collect feedback from every customer at any point in the customer journey on any channel (email, web, SMS) using the Net Promoter Score (NPS) framework.
With the Freshdesk integration, you can automate feedback collection, customer reviews, referrals, and retention. Use workflow tools to turn feedback into reviews that boost your Google rating and case studies that win new business. Boost retention by automating follow up with at-risk accounts.
AskNicely uses a Freshdesk observer rule to trigger a webhook which syncs customer data to AskNicely and triggers a survey.
We also offer a flexible set of contact rules within AskNicely to set maximum survey frequency limits to ensure customers are not asked for feedback too often.
1) Within FreshDesk, click Admin > Observer (under Helpdesk Productivity section)
2) Click create new rule
3) Enter the following in your new rule setup:
When any of these events occur:
Status is changed from “Any Status” to “Closed”
(alternatively you could create other configurations here to suit your own needs)
And the events are performed by:
On tickets with these properties
this can be left as default.
Perform these actions
Request Type: GET
CallBackURL: You will need to get this from your AskNicely account by going to settings > integrations > freshdesk and copy your unique AskNicely call back URL
4) Click Save.
Full setup instructions can also be found here: