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Setting up a Freshdesk Thermometer

The steps below will guide you through the process of embedding a Thermometer into your Freshdesk tickets.

Create your Freshdesk Embedded Thermometer

Create a new Embedded Thermometer.

Choose “Freshdesk” from the i) Embedded Thermometer type drop down box.

Follow the Embedded Thermometer instructions for more detail on customization.

Writing back responses into Freshdesk

In order for ratings and comments to appear within your Freshdesk account, configure the following.

Firstly, add your Freshdesk domain name:

Ensure you add the full domain name – eg: yourdomain.freshdesk.com.

Ticket IDs from within your reporting will now be linked directly to the Freshdesk ticket screen.

Next, add your Freshdesk account’s API key. Find this within your Freshdesk account:

Copy and paste the key into the Customer Thermometer field. Verify it is correct before moving on.

Generate your embed code

Click the Generate embed code button. You will see a window popup.

Edit as required the fields shown below:

You will find additional fields in your Freshdesk Placeholder screen (available when editing templates):

When you’re happy, click “Generate hyperlinks” on the Customer Thermometer popup.

Keep this screen open and open a new tab with your Freshdesk instance.

Add your feedback buttons to Freshdesk email notification template(s)

Thermometers can be added to any of Freshdesk’s notification templates:

For example, you might choose to ask for feedback during every thread.
To do this, select “Templates > Agent reply”.

Alternatively, ask for feedback on ticket closure, within “Requester Notifications”.

Whichever template you choose to customize, copy and paste the icons from your Customer Thermometer embed screen into the relevant template.
Add a couple of spaces in between each icon for clarity and add textual labels if required:

Repeat for all 4 icons. Ensure you add your question above. Make it clear what you’re asking.

Finally, add the tracking links to each icon by inserting links onto each icon. Start this process by clicking and dragging across each icon and then copy and paste the link. Repeat for each one.

This will then add feedback links to each icon, allowing you to track 1-click feedback, identifiable to that customer, agent and ticket ID.

The user experience

Take a look at the short demo, to see the experience, from an agent and requester’s perspective:

Updated on August 28, 2018

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