Freshdesk Extension
What's on This Page:
About the Freshdesk Extension
Events triggered in Qualtrics can create Freshdesk tickets. Maybe you’re interested in flagging low CSAT ratings to your managers; maybe you want to build a Qualtrics survey explicitly for product bug escalations that creates Freshdesk tickets. You can do all this and more by using the Actions tab of your survey.
Setting Up a Freshdesk Task
- Navigate to the Actions tab of your survey.
- Create an action, or select an existing one.
Qtip: When building your action, don’t forget to set conditions. These determine when the action is triggered.
- Click Add Task.
- Select Freshdesk.
- Choose the task you’d like to do in Freshdesk. You can create a ticket or update an existing one.
- Click Next.
- Select the Freshdesk account the task should be completed in.
Qtip: You’ll be able to select any accounts you’d previously connected to Qualtrics, along with any accounts configured by Brand Administrators in Extensions. - If you’d like to connect a different Freshdesk account, click Add user account.
- Click Next and finish setting up the task. Depending on the selected task, the setup will be different. See the below sections on setting up each task.
Creating a Freshdesk Ticket
- Enter your Freshdesk Subdomain. If you log into Freshdesk using examplecompany.freshdesk.com, then you would put examplecompany in this field. This field is required.
- Enter the email address of the customer who requested this ticket be raised in the Requester Email field. This field is required.
Qtip: If the email belongs to the survey respondent, you can use the Piped Text menu ( {a} ) to select the email address used in the contact list (Recipient Email under Panel Field). If you included a question in your survey asking for the email address of the respondent, you can use the Piped Text menu to select the specific survey question (under Survey Question).
- Choose a Priority ID to assign a priority to the ticket. The options are Low, Medium, High, and Urgent. This field is required
- Select a Status ID to assign a status to the ticket. The options are Open, Pending, Resolved, and Closed. This field is required.
- Enter a Subject. This is the subject line of the ticket. This field is required.
- Enter a Description. This is the description of the ticket. This file is required
- Click Add Field to add more fields to your ticket. Your options include:
- Responder ID: Enter the ID of the agent who should be assigned the ticket.
Qtip: For more information on how to retrieve a Responder ID in Freshdesk, see their support page on Responder IDs.
- Type: Select the category type the ticket belongs in. Types help organize the different kinds of issues your support team deals with. The options are Question, Incident, Problem, and Feature Request.
- Tags: A comma-separated list of tags surrounded with quotes. For example, a ticket on using the Salesforce extension and SSO would be “Salesforce”, “SSO”. Note that the punctuation is outside the quotes.
- Custom Field Add the name and value of a custom Freshdesk field. You can add multiple custom fields.
- Responder ID: Enter the ID of the agent who should be assigned the ticket.
- To delete fields, click the – symbol to the right of the field.
- When finished, click Save.
Updating a Freshdesk Ticket
- Enter your Freshdesk Subdomain. If you log into Freshdesk using examplecompany.freshdesk.com, then you would put examplecompany in this field. This field is required.
- Enter the Ticket ID of the ticket you’d like to update. This field is required.
Qtip: For help finding a ticket ID, reach out to Freshdesk support.
- To specify what additional parameters are updated in the ticket, click Add Field and select a field from the list. Your options are:
- Requester Email: Enter the email address of the customer who requested this ticket be raised.
Qtip: If the email belongs to the survey respondent, you can use the Piped Text menu ( {a} ) to select the email address used in the contact list (Recipient Email under Panel Field). If you included a question in your survey asking for the email address of the respondent, you can use the Piped Text menu to select the specific survey question (under Survey Question).
- Priority ID: Assign a ticket priority. The options are Low, Medium, High, and Urgent.
- Status ID: Assign a status to the ticket. The options are Open, Pending, Resolved, and Closed.
- Subject: Enter the subject line of the ticket.
- Description: Add a description to the ticket.
- Responder ID: Enter the ID of the agent who should be assigned the ticket.
Qtip: For more information on how to retrieve a Responder ID in Freshdesk, see their support page on Responder IDs.
- Type: Select the category type the ticket belongs in. Types help organize the different kinds of issues your support team deals with. The options are Question, Incident, Problem, and Feature Request.
- Tags: A comma-separated list of tags surrounded with quotes. For example, a ticket on using the Salesforce extension and SSO would be “Salesforce”, “SSO”. Note that the punctuation is outside the quotes.
- Custom Field Add the name and value of a custom Freshdesk field. You can add multiple custom fields.
- Requester Email: Enter the email address of the customer who requested this ticket be raised.
- To delete fields, click the – symbol to the right of the field.
- When finished, click Save.