The Customer Satisfaction Survey is a built-in functionality in Freshdesk which lets you directly measure your helpdesk efficiency and the customer’s happiness with every support ticket. You can choose to send out this survey in the form of an embedded link along with their ticket response.

You have four options as to when the survey link is sent.

  • You can send it as an email after a ticket is “Closed”.
  • You can send it as an email after a ticket is “Resolved”.
  • You can have the link embedded in all replies sent by an agent in their tickets.
  • You can allow the agent to add the link to specific mails when they choose.

Once you have configured your settings, the satisfaction survey will be sent out automatically by your helpdesk. At the end of each month, you can use the customer satisfaction report to see which of your agents have gotten most number of happy ratings, and who haven’t been very helpful to your customers. This can help you define metrics in your support process more clearly and help you narrow in on what works.

Quick guide on setting up Customer Satisfaction Survey

  • Go to Admin > Helpdesk Productivity > Customer Satisfaction
  • You can choose to enable or disable it by clicking on the toggle switch.
  • Edit the text you want to be shown to your customers.
  • You can also give your own name to the three options (positive, neutral and negative).
  • Lastly, choose when you want to send the survey link.
  • Remember to click Save once you’re done.