Freshdesk Integration

Introduction

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. 

Requirement flow

The basic flow of events would be as following:

1. 
   
2. 
   
3. 
   
4. 
   
5. 
   

Configuration steps

You can refer Freshdesk help document for detailed understanding. 

1. Within FreshDesk, click Admin > Automations (under Helpdesk Productivity section)
2. Click Create New Rule under Ticket updates tab
3. Enter the following in your new rule setup:
   1. Rule Name: Omoto NPS Webhook
   2. Description: Wehbook for Omoto NPS triggers
   3. When any of these events occur: Status is changed from "Any Status" to "Closed"
   4. And the events are performed by: any
   5. On tickets with these properties: this can be left as default.
   6. Perform these actions: Trigger WebHook (screenshot shared below)
   7. Request Type: POST
   8. URL: Omoto team will provide you with a unique URL for your account that can be used here
   9. Encoding: JSON
   10. Content: Advanced
   11. Add JSON content: sample shared below --> use Freshdesk placeholders to insert appropriate values in the JSON.
4. Click Save to save the automation.

Creating a webhook call in Freshdesk



[
  {
    "personalinfo": {
      "firstname": "{{ticket.contact.name}}",
      "lastname": "",
      "mobileno": "{{ticket.contact.phone}}",
      "email": "{{ticket.contact.email}}",
      "regid": "{{ticket.id}}"
    },
    "qualifyinginfo": [
      {
        "name": "unitname",
        "value": "Omoto-to-provide"
      },
      {
        "name": "product",
        "value": "Jeeves"
      },
      {
        "name": "genre",
        "value": "Comedy"
      },
      {
        "name": "author",
        "value": "PG Wodehouse"
      }
    ]
  }
]

Next step

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.