The requirement is to automate sending an NPS survey invite when a ticket is marked as resolved or closed.
This automation can be achieved using the 'Observer' automation rule provided by Freshdesk. This feature is however only available to paid Freshdesk users.
The basic flow of events would be as following:
Ticket is marked "Closed" on Freshdesk
Freshdesk sends a call to the webhook URL (provided by Omoto) configured in the user account
Omoto consumes the webhook call and sends an NPS invite email to the customer contact associated with the ticket
The recipient of the NPS survey responds to the feedback
Response is available for viewing and analysis on Omoto
You can refer Freshdesk help document for detailed understanding.
Once configuration is done, Omoto will start sending NPS email invite for every ticket closed in Freshdesk.
Additional rule of cool-off period can be setup in Omoto to avoid over surveying your customers.
In such a situation, we recommend getting in touch with Freshdesk's support team. They will help you enable the webhook or resolve issues with the webhook configuration.