Never forget to send a satisfaction survey again! This workflow helps you automatically send CSAT surveys when a Freshdesk ticket is marked “Resolved” – and logs every response in Google Sheets for easy analysis, reporting, and escalation workflows.
💡 Built for CS and ops teams who care about real feedback
This template is perfect for:
- Customer Support Teams who want timely, consistent survey delivery after every resolved ticket.
- Ops Leads & Admins tired of managing spreadsheets and survey tools manually.
- Businesses using Freshdesk looking for a no-code feedback loop.
- Automation fans who want to track, trigger, and take action — automatically.
🧩 What problem does it solve?
Manual survey processes are slow, inconsistent, and hard to scale. This automation ensures:
- Fast survey delivery when experiences are still fresh.
- No duplicate emails thanks to a built-in tracking system.
- Centralized feedback in a Google Sheet — no more digging through platforms.
- Data you can act on, like triggering Slack alerts for poor scores.
⚙️ How it works
📨 Part 1: Auto-send the survey when a ticket is resolved
- Trigger: Workflow runs on a schedule (or manually via “Test”).
- Pull ticket status from Freshdesk.
- Compare ticket status to the last known status in Google Sheets.
- Detect resolution: If status = “Resolved” (ID 4), move forward.
- Update the Google Sheet to track that the survey was sent.
- Fetch the customer’s email from Freshdesk.
- Create & send the survey email, personalized with ticket info and your brand.
- Convert Markdown → HTML for a well-formatted email.
📥 Part 2: Collect responses and store in Sheets
- Form Trigger: Customer clicks the survey link and fills in the form.
- Capture responses (e.g. rating + comments).
- Log feedback in a second Google Sheet for analysis.
You can extend this by adding escalation steps (e.g. flagging 1–2 star ratings to managers).
🚀 Setup Instructions
🔐 Connect your tools
- Freshdesk : Add your API credentials to the get tickets and get client nodes.
- Google Sheets : Authenticate in the get existing tickets, update status, and save survey nodes.
- Email (SMTP) : Add your SMTP details in the “Send Email” node, or swap in Gmail, SendGrid, etc.
🛠 Set your data
- In the Set your data node, enter:
- Your name, email, company, and position
- Your survey form link (see below)
🔗 Get the form link
- Activate the workflow (toggle it ON)
- Go to the “Survey” (Form Trigger) node
- Copy the Production URL
- Paste it into the survey link field in the Set your data node
🧾 Prepare your Google Sheets
Sheet 1: Freshdesk Tickets (status tracking)
Used by:
- get existing tickets
- update status
Create a new empty Google Sheet.
Add the Spreadsheet ID + Sheet Name into the nodes.
Sheet 2: Feedback freshdesk (survey responses)
Used by:
- save survey to google sheet
Create a new sheet or tab. It will auto-create columns based on your survey form field labels.
Add the Spreadsheet ID + Sheet Name/GID to the save node.
🔧 Customize the workflow
📝 Survey Questions
- Modify them in the Survey (Form Trigger) node.
- Adjust the save survey to google sheet node as needed (or use auto-map).
💬 Email Content
- Edit the subject and message in the Create the email text (Set) node.
🏷 Freshdesk Status ID
- If your “Resolved” status ID isn’t 4, update the second condition in the If ticket resolved node.
📉 Escalate poor feedback
Add logic after the save survey to google sheet node:
- If rating is low:
- Notify Slack
- Create a new internal ticket
- Email a team lead
🔁 Schedule Trigger
Adjust the Schedule Trigger node to your desired interval (e.g., hourly).
🔄 Use a Webhook Instead (Optional)
If Freshdesk supports ticket webhook events, swap the schedule trigger for a Webhook Trigger node to send surveys instantly on ticket resolution.
🤖 Why Pollup AI is building this
At Pollup AI , we help CS and support teams stop drowning in tools and manual tasks. This template is part of our growing AI agent library: plug-and-play automations that connect your tools, clean your data, and free up your time – without writing a line of code.
Try this workflow and let Pollup AI handle the boring parts, so your team can focus on what customers are really saying. Learn more at Pollup AI
