Automated CSAT Survey Collection from Freshdesk to Google Sheets

Overview

This workflow streamlines the process of collecting Customer Satisfaction (CSAT) survey responses after Freshdesk tickets are resolved. It automates survey distribution and centralizes feedback in Google Sheets for easy analysis.

Key Features

• Automated Triggers: Initiates on ticket resolution or manual/scheduled triggers.
• Freshdesk Integration: Retrieves client and ticket data directly from Freshdesk.
• Survey Distribution: Sends CSAT survey emails to clients upon ticket closure.
• Response Logging: Captures and stores survey responses in Google Sheets for tracking and reporting.
• Conditional Logic: Uses 'if' nodes to ensure surveys are only sent for resolved tickets.

Benefits

• Time Savings: Eliminates manual survey sending and data entry.
• Improved Feedback Collection: Ensures timely and consistent CSAT data gathering.
• Centralized Data: Facilitates easy access and analysis of customer feedback.
• Enhanced Customer Experience: Automates follow-up, increasing response rates and actionable insights.

Use Cases

• Customer support teams seeking to automate post-resolution feedback.
• Businesses aiming to monitor and improve service quality using real-time CSAT data.

Integrations

• Freshdesk: For ticket and client management.
• Google Sheets: For structured survey response storage.
• Email: For survey distribution.
• Forms: For collecting customer responses.