How to setup?


  1. "When this happens..."
    1. Choose App & Event
      1. Choose App: Freshdesk
      2. Choose Trigger Event: Update Ticket
    2. Choose Account
      1. Select an existing Freshdesk account from the drop-down, or;
      2. Select "Add a New Account" from the bottom of the drop-down
      3. A pop-up window appears, in which you'll need add your Subdomain, and API Key, which can all be obtained from Freshdesk.
        1. Subdomain: This is the part of the Freshdesk URL between "https://" and "XXXX" when you're looking at the URL in your browser while logged in to Freshdesk.
        2. API Key: Obtain this by going in Freshdesk to your Profile Picture (top right) → Profile Settings, and copy your API Key.
    3. Find Data
      1. Click the Test & Review button
      2. Go to Freshdesk, and change a ticket to Solved
        1. Tip: Prior to changing the status, check if Zapier is still looking for sample data
      3. Zapier should pick this up (this can take a few minutes) automatically, and use it as sample data
        1. Note: Freshdesk can take up to an hour to let Zapier know of Status changes, so you may need to press the Test & Review button multiple times.
    4. You can now move to the "do this..." step
  2. "Do this..."
    This is an optional step, but probably wanted unless you'd like to update the Activity dot on anyticket change.
    1. Choose App & Event
      1. Choose App: Filter by Zapier
    2. Filter Setup & Testing
      1. Only continue if... "Status", "Exactly Matches", "5" (this could be any other status id you have in Freshdesk, if you'd prefer)
        1. Freshdesk's standard status ids are as follows:
          StatusValue
          Open2
          Pending3
          Resolved4
          Closed5
      2. Add more conditions as suits your need


  3. "Do this..."
    1. Choose App & Event
      1. Choose App: CustomerGauge
      2. Choose Action Event: Send Survey Invitation
    2. Choose Account
      1. Select an existing CustomerGauge account from the drop-down, or;
      2. Select "Add a New Account" from the bottom of the drop-down
      3. A pop-up window appears, in which you'll need to log into your CustomerGauge account
        Tip: rename your newly created account to something you'll recognize in the future
    3. Customize Survey Invitation
      Each of the fields that you can provide to CustomerGauge come in Name and Value pairs. In the Name field you'll need to write the CustomerGauge Field Name. In the Value field you'll need to pass the information coming from Freshdesk, or write a static value.

      Please note (1): fields names, their format, and whether they're mandatory or not, can vary in each CustomerGauge system. The fields in Zapier are therefor not made mandatory, while your fields could actually be mandatory in CustomerGauge.
      Please note (2): fields coming from Freshdesk may vary based on Freshdesk setup, and business needs.

      Some examples to help you on your way;
      1. Email CustomerGauge Field Name: write your CustomerGauge field name ("Email" by default), Email Address Value: Choose the respective field from the Freshdesk fields — we chose "Requester Email"
      2. First Name CustomerGauge Field Name: write your CustomerGauge field name ("FirstName" by default), First Name Value: Choose the respective field from the Freshdesk fields — we chose "Requester Firstname"
    4. Send Data
      1. Press the Skip Test button — unless you're sure you want to send a survey invitation to the email address in the data of your Freshdesk sample. Doing a Test actually send a survey invitation!
      2. When happy with your setup, turn your Zap ON, and you're all done!



Where can you track it in CustomerGauge?


You can track the survey responses in the NPS or CES Data Source. In addition you can also track the engagement on the Activity Timeline Reporting Widget in your CustomerGauge System. An example Dashboard is shown below.