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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 this Freshdesk article, or in your Freshdesk Placeholder screen (available when editing templates):

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

Then simply copy all four icons out of the template generated. The links will also be attached to the icons automatically:

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.

The user experience

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

Updated on February 5, 2021

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