Articles in this section

See more

Freshdesk Integration

Avatar
Thiago Basso
  • Updated
Follow

All_plans_wlogo1.JPG

_

Summary

-

What is it

Freshdesk is a Help Desk software and this article has the purpose to explain how to use our surveys on Freshdesk tickets, being a snippet-only integration with Crewhu. 

_

Custom Survey Snippet

First, in Crewhu you have to go to Settings > CSAT, and select the Integration Partner as Custom, as shown:

mceclip0.png

As Freshdesk is a custom partner in Crewhu, you have to send an email to support@crewhu.com, informing us which survey type(s) you would like to use, so we can build the custom snippet for you. 

There are 3 types of surveys: signature, reply, and resolved. Refer to this article to know more Types of Surveys.

-

Adding the snippet into the email template

As soon as you receive the Custom Snippet(s) from our support team, you can paste it into the email template(s) in Freshdesk.

In Freshdesk, go to Admin > Workflows > Email Notifications > Requester Notifications, and edit the template(s) you want to add the survey. 

mceclip0.png

Currently, Freshdesk does not support the HTML taglines in the email notifications. So in order to add the custom snippet (HTML code), you can edit the layout using the console section of the browse (to open the console, right-click on the editor and choose "Inspect" if you're on Chrome). Then select the line "<div class="redactor_editor">" and choose the option Edit as HTML. 
​
mceclip1.png
You can now copy-paste the Custom Snippet in this div and then save the rule/notification template. That's how the survey rating faces will look like:
mceclip0.png
Note: Make sure the snippet (rating faces) is placed in a visible place within the email template, in order to increase the conversion rate. Refer to this article to know more: Tips to Increase Conversion Rate. 
After that, the surveys will be sent to your clients within Freshdesk tickets, and you will start seeing your surveys coming through in Crewhu.

 

^Top

Related articles

Comments

0 comments

Please sign in to leave a comment.