Integrating SurveyMethods With Freshdesk Using Zapier. Copyright 2015 SurveyMethods, Inc. All rights reserved.

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Integrating

SurveyMethods

With

Freshdesk

Using

Zapier

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Steps for Integration

Use a SurveyMethods Survey

Create a Helpdesk Ticket

Set Up a Zap

Change the Ticket Status

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2.

4.

3.

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Step 1: Use a SurveyMethods Survey

 Log in to your SurveyMethods account.

 Go to the "My Surveys" section and create a Customer Feedback Survey or choose an existing survey.

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SurveyMethods

Use a SurveyMethods Survey Launch the Survey

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Step 1: Use a SurveyMethods Survey

 Launch your survey by clicking on the survey "Launch" icon on the "My Surveys" page.  Select the Email Deployment method to launch your survey.

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 Allow single or multiple responses to your survey.  You can also activate the Save and Resume feature.

Step 1: Use a SurveyMethods Survey

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Step 1: Use a SurveyMethods Survey

 Select the "Advanced Email List Management" option.

 Provide the custom field labels whose values will be obtained and filled-in from Freshdesk’s ticket

module.

 Enter one email address and the associated custom field values for the custom field labels entered.

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Step 1: Use a SurveyMethods Survey

 Configure the survey email invitation message.

 Add the appropriate custom fields in the message as shown in the screen below.

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Step 1: Use a SurveyMethods Survey

 You can choose to skip or enable and customize your survey welcome greeting. Use a SurveyMethods Survey Launch the Survey

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Step 1: Use a SurveyMethods Survey

 Set up the survey completion action; choose your options from the dropdown. Use a SurveyMethods Survey Launch the Survey

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Step 1: Use a SurveyMethods Survey



Your survey is now successfully launched via the Email Launch method. The launch process

also generates a survey URL that you can post on your website.

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Step 2: Create a Helpdesk Ticket

 Log in to Freshdesk.

 Create a new ticket in Freshdesk or use an already-created ticket.

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Freshdesk

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Step 2: Create a Helpdesk Ticket

 View all the tickets you have created.

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Create a Ticket View All Tickets

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Step 3: Set Up a Zap

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Zapier

 Log in to Zapier to create a new Zap.

 Choose the trigger application as Freshdesk and the action application as SurveyMethods.  Choose the trigger as "Update Ticket" and the action as "Send a Survey Invitation".

Choose a Trigger and Action Enter Your Freshdesk Login Details Enter Your SurveyMethods Login Details Filter Freshdesk Triggers

Select a Survey & Map Survey Invitation Fields

Try Out Your Zap & Turn it On

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Step 3: Set Up a Zap

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 Enter the login details of your Freshdesk account.

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Step 3: Set Up a Zap

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 Enter a name for your SurveyMethods account, the Login Id, and the API Key.

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Step 3: Set Up a Zap

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 Enter the Freshdesk filter criteria (if any).

 The Zap will then send the survey to only those customers who match the filter criteria.

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Step 3: Set Up a Zap

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 Select the SurveyMethods survey.

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Step 3: Set Up a Zap

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 Map the Invitee Email Address from the trigger app and the values for the custom field labels. This will match the ticket attributes from Freshdesk with the custom fields from SurveyMethods.

 When the survey is sent out, the custom field tokens in the SurveyMethods invitation email will be replaced with their corresponding attribute values from Freshdesk.

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Step 3: Set Up a Zap



Test your Zap before you turn it on.



Give your Zap a name. After that, click on "Turn Zap On" and your Zap will be On!

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Step 4: Change the Ticket Status

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 Set the ticket status to "Closed" when a requester’s issue is resolved. The Zap that you have created will

now execute and send out the Feedback Survey through SurveyMethods.

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 When the ticket is marked as "Closed", the Zap will be automatically executed and the survey invitation will be sent to the requester.

Execute the Zap

 The customer will receive the survey invitation email and will be able to take your survey and provide their feedback.

 Note: In the example below the custom field values in the email are from the mapped values from Freshdesk (from Step 3).

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Key Points

 Make sure the survey status is set to "Live".

 The first launch should be from SurveyMethods and not through the Zap.

 Launch the survey using the Email Deployment Method and use the Advanced Email List Management.

 This integration needs/uses Custom Field Labels from the latest launch to display in Zapier. If your survey

was already launched using an Advanced Email List, and:

 you need to use a different set of custom field labels, relaunch your survey with the new set.

 the previous [latest] set of custom field labels is to be used, you can skip the launch process and jump

to Step 2 (Create a Helpdesk Ticket) .

 If the latest launch was a Web or Email Launch using the Basic Email List, then the default Custom Field

Labels (E.g. Custom Field1, Custom Field2, etc.) will be used, or you can relaunch your survey using an Advanced Email List.