Skip to main content
Closed for Voting

CSAT Survey Placeholders

Related products:Freshdesk
  • August 17, 2021
  • 2 replies
  • 65 views
Aazir
Active Contributor
Forum|alt.badge.img+4

We want to push the survey comments into slack. However, there is no placeholder for the rating nor the comment. It would be great if these two placeholders were made available so that I can push this to slack and other services where we would like to share the CSAT. At the moment I am using 3 automation rules to push the survey rating into Slack, but the survey comment cannot be pushed.

 

image.png

2 replies

S
Apprentice
Forum|alt.badge.img+1
  • SmartP
  • Apprentice
  • August 14, 2023

Hi Aazir


Did you ever find a way? We want to do the same thing, our response rate is less than 8% via an email notification.

Aazir
Active Contributor
Forum|alt.badge.img+4
  • Aazir
  • Author
  • Active Contributor
  • August 14, 2023

Hi,

Unfortunately, no. it is not even possible via the API.

  • The solution that I have currently in place involves 3 ‘Ticket updates’ automation rules in Freshdesk.
  • We use a 7-point survey and have categorized the positives, neutral and negative feedback into 3 rules. 
  • Like shown in the screenshot you can filter each rule by rating type, then trigger an email or Slack notification (we do both).

 

Note that it still doesn’t show the comments, but using the Slack trigger the general emotion is captured, so we know who is satisfied vs neutral vs dissatisfied. 

 

Hope this helps!

    Terms of UseAccessibility statement