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

Transcription

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

2 Steps for Integration 1. Use a SurveyMethods Survey 2. Create a Helpdesk Ticket 3. Set Up a Zap 4. Change the Ticket Status 2

3 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Log in to your SurveyMethods account. Go to the "My Surveys" section and create a Customer Feedback Survey or choose an existing survey. Sample Customer Feedback Survey: 3

4 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Launch your survey by clicking on the survey "Launch" icon on the "My Surveys" page. Select the Deployment method to launch your survey. 4

5 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Allow single or multiple responses to your survey. You can also activate the Save and Resume feature. 5

6 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Select the "Advanced List Management" option. Provide the custom field labels whose values will be obtained and filled-in from Freshdesk s ticket module. Enter one address and the associated custom field values for the custom field labels entered. 6

7 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Configure the survey invitation message. Add the appropriate custom fields in the message as shown in the screen below. 7

8 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey You can choose to skip or enable and customize your survey welcome greeting. 8

9 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Set up the survey completion action; choose your options from the dropdown. 9

10 Step 1: Use a SurveyMethods Survey SurveyMethods Use a SurveyMethods Survey Launch the Survey Your survey is now successfully launched via the Launch method. The launch process also generates a survey URL that you can post on your website. 10

11 Step 2: Create a Helpdesk Ticket Freshdesk Create a Ticket View All Tickets Log in to Freshdesk. Create a new ticket in Freshdesk or use an already-created ticket. 11

12 Step 2: Create a Helpdesk Ticket Freshdesk Create a Ticket View All Tickets View all the tickets you have created. 12

13 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On 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". 13

14 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On Enter the login details of your Freshdesk account. 14

15 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On Enter a name for your SurveyMethods account, the Login Id, and the API Key. 15

16 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On Enter the Freshdesk filter criteria (if any). The Zap will then send the survey to only those customers who match the filter criteria. 16

17 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On Select the SurveyMethods survey. 17

18 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On Map the Invitee 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 will be replaced with their corresponding attribute values from Freshdesk. 18

19 Step 3: Set Up a Zap Zapier Choose a Trigger and Action Freshdesk Login SurveyMethods Login Filter Freshdesk Triggers Select a Survey & Map Survey Invitation Fields Try Out Your Zap & Turn it On 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! 19

20 Step 4: Change the Ticket Status Freshdesk 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. 20

21 Execute the Zap SurveyMethods When the ticket is marked as "Closed", the Zap will be automatically executed and the survey invitation will be sent to the requester. The customer will receive the survey invitation and will be able to take your survey and provide their feedback. Note: In the example below the custom field values in the are from the mapped values from Freshdesk (from Step 3). 21

22 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 Deployment Method and use the Advanced 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 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 Launch using the Basic 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 List. 22