"I have two options to provide the end user with a satisfaction survey: after the ticket is resolved, there will be a pop-up widget, or there will be an email notification informing them that their ticket has been resolved and requesting them to fill out a survey form."
I want to know the step-by-step configuration on how to do this kind of options.
Question
Need help to setup Customer Satisfaction Survey
+3
+7- Community Manager
- 51 replies
Hi
Greetings From Freshworks Community
When we set up survey using the default customer satisfaction available under the Admin → Workflow → Customer satisfaction and based on the condition there is a separate email that gets triggered to the requestor that the ticket has been resolved/closed along with the survey link.
Article for reference :- Customer Satisfaction
Do let me know if you have any follow up concerns, also please feel free to reach out t support@freshdesk.com and we would be happy to assist you.
Thanks :)
+3I need something to configure with my Freshservice instance.
+3Hi
To set up customer satisfaction surveys and provide the end user with either a pop-up widget or an email notification after the ticket is resolved, follow these steps:
Create the Satisfaction Survey:
Go to Admin > Satisfaction Survey.
Click on Create New to start building the survey.
Enter a title and configure the survey questions (choice-based, short text, or ratings).
Add any mandatory requirements, scores, or rules for displaying specific questions.
Review and save your survey.
Choose the Trigger Options:
Set conditions for triggering the survey, such as after the ticket is resolved.
Configure the frequency of survey emails to avoid over-sending.
Define whether the survey should appear in specific tickets based on fields or conditions.
Trigger via Pop-up Widget:
Configure the survey to display as a widget link in the customer portal or within any relevant communication, depending on when you want it available to users.
Trigger via Email Notification:
In the survey settings, compose the text for the email notification that will include the survey link.
Ensure that the resolution email includes the survey link configured.
Activate the Survey:
Once all settings are in place, click Save & Activate to make the survey active.
https://support.freshservice.com/en/support/solutions/articles/50000010576 - Please refer to this article for the steps to be followed.
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