Researched: Sourced and summarized, not yet run end-to-end by us Customer support
Automatic CSAT survey when a Freshdesk ticket is resolved
At a glance
- Setup estimate
- 1–2 h (ESTIMATE)
- Tools
- Industries
- General (any small business), SaaS
Problem
Satisfaction surveys are sent late or not at all, and the answers are scattered
Caveats
No AI involved. Needs Freshdesk API access, Google Sheets and SMTP email (Gmail or SendGrid can be swapped in). The n8n workflow must stay active for the survey form link to work. Freshdesk offers built-in satisfaction surveys on some plans (plan details UNKNOWN), so check whether you need this. Escalation for low scores isn't included; you would add it.
Tools
- n8n schedule
- Freshdesk
- Google Sheets (ticket status + responses)
- SMTP email
- n8n form (survey)
Browse by tool: n8n, Freshdesk, Google Sheets
Steps
- On a schedule, pull ticket statuses from Freshdesk.
- Compare them with the last known status in Google Sheets.
- When a ticket becomes Resolved, mark the survey as sent so it isn't sent twice.
- Get the customer's email from Freshdesk and send a branded survey email.
- The customer answers on an n8n form (rating + comments).
- Save responses to a second Google Sheet.
- Status
- Researched: Sourced and summarized, not yet run end-to-end by us
- Last checked
Setup estimates are rough guesses for someone comfortable with the tools who already has the accounts and API keys. Real time is unknown until tested.