Asking users for feedback after a support ticket has been solved is a very powerful business tool. Good customer support can make or break a brand, and customer satisfaction score (CSAT) is an excellent way of keeping tabs on how well your team support is doing.

We can use the steps below to create a customer satisfaction survey. We will also learn how to use Freshdesk automation to automatically send survey request emails to customers. Lastly, we will learn how we can leverage the power of conditional logic, hidden fields, and analytics to take our survey flow to the next level.

1. Use a survey template to create a form

The first step is creating a customer satisfaction survey form. For this tutorial, since we are focusing on Freshdesk automations, we will use an existing CSAT template.

On your FormCrafts dashboard look for the New Form button. On the popup screen select Templates and look for the Customer Satisfaction Survey template.

Freshdesk customer satisfaction survey
Customer satisfaction survey template

Our survey template already has logic steps to ask customers for different questions based on their satisfaction levels.

2. Use automation to share survey

We will create an automation in Freshdesk to automatically send customers with a survey request when a ticket is marked as solved.

On your Freshdesk account go to Admin -> Helpdesk Productivity -> Automations. Head over to the Ticket Updates tab and create a new rule.

We can use automations to create complex conditions, but for this tutorial we would use a simple one.

Freshdesk customer satisfaction survey automation
Automation condition
Freshdesk customer satisfaction survey email links
Automation action

Our automation says, when the ticket status is set to Resolved, then send an email to requester with the stated content. The content in our case is a survey request.

Freshdesk's email content editor allows you to add images and create links on them. You can use the following three URLs for images:

The links for the three images would be

Here is the link to your survey form. The field2=1 part says: mark the default value of field2 as 1. In our case field2 is the field ID of the Were you happy with our support? form field, and 1 is the score / value of the first option (Very Unhappy).

If you are using the template we talked about in Step 1 you only have to change the form link to match the actual link of your FormCrafts form.

The email sent to requesters would look something like this:

Survey links in email request
Customer satisfaction survey request

3. Associate survey responses with agents

Can we segment our survey based on the agent who was assigned the ticket? Yes, we can.

Edit your survey form in FormCrafts. Click on Add Field -> Other -> Hidden. Label the hidden field as Agent. Note the field ID, say it is field12

The hidden field is not visible to customers but can be used to pass data to the form. Remember the survey links from Step 2?

We edit the email content in Freshdesk to modify the link to:{{}}

Now when the user clicks on the link we are setting the value of the hidden field to the Agent name.

When we view the responses for our survey we can see the agent name. We would also be able to filter the form insights and see survey responses over time for a particular agent.

Customer satisfaction score (CSAT) form insight agent filter
Customer satisfaction score (CSAT) form insight agent filter