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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:Select Freshdesk

Follow the Embedded Thermometer instructions for more detail on customization.

Writing back responses into Freshdesk

Our write-back enables the survey ratings and comments to be posted directly back into your Freshdesk account.

The Freshdesk Ticket IDs captured alongside the responses in your Customer Thermometer will also be hyperlinked, enabling you to quickly click through from your reporting to see the ticket in Freshdesk.

First, add your full Freshdesk domain name (eg: yourdomain.freshdesk.com):

Enter Freshdesk domain

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

Next, add your Freshdesk account’s API key. You can find this under your ‘Profile settings’ within your Freshdesk account:

Copy and paste the API key into the Customer Thermometer settings, and click to ‘Verify credentials’. Ensure the verification is successful before moving on.

API field

Generate your embed code

Click the ‘Generate embed code’ button.

Generate embed code

A pop-up will open offering you the opportunity to specify what data you wish to pull through from Freshdesk and capture alongside your survey responses:

Generate code
We pre-populate some commonly used Freshdesk placeholders for you, including some that are required for the write-back. However, you can add more fields if you wish.

You can find additional placeholders in this Freshdesk article, or in your Freshdesk Placeholder screen (available when editing templates):

When you’re happy with the data you’ll be collecting, click “Generate Template” on the Customer Thermometer pop-up.

Then simply highlight and copy your survey template from the pop-up, including the question and all four icons. The unique response links will already be attached to the icons:

Copy template

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 if you’d like for clarity and add textual labels if required.

Ensure you add your question above to make it clear what you’re asking. Once you’ve saved hover over the icons to ensure they have links attached.

Please note you will not be able to capture identifiable data if the survey is embedded within the signature section.

Final steps

Once you’ve embedded your Thermometer into Freshdesk, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!

Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.

Don’t forget you can also enable instant email alerts, and set a lockout to prevent the same person responding more than once within a chosen timeframe.

Updated on April 23, 2021

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