Automation for Freshdesk

SmileBack's powerful automation feature allows you to build custom rules based on the CSAT or NPS reviews you receive. Each automation performs an action every time a specific event, or trigger, takes place within SmileBack.

Automations using the "when a new review is received" trigger run a short time after a review is received, in order to allow time for the user to change the rating if needed.

Create an Automation rule

Follow these steps to create an Automation rule:

1. Go to Automation in the dropdown Tools menu.
2. Choose Add CSAT Rule or Add NPS Rule depending on which survey type you want to set up an automation for.
3. Add a name for the rule.
4. In the When dropdown, select a trigger (for CSAT, for NPS there is only one trigger). This is the event that will cause the automation to run.
5. Use the optional condition filters to to further define which reviews should trigger your automation.
6. Define in the Then column what should happen when the trigger is matched (see the Actions section below).
7. After selecting the action, you can further define its settings.
8. Click on Save.

Enabling/Disabling an automation rule

Use the on/off switch to enable or disable a rule.

Examples

• Reopen ticket in Freshdesk - changes the ticket status from "Resolved" to "Open". Use this to make sure that unhappy customers get a follow up
  
  
• Add private note to Freshdesk - record your SmileBack reviews in the original ticket with no effort
  
• Tag ticket with rating - add "positive", "neutral" or "negative" to the tags field on the ticket
  
• Submit satisfaction ratings to Freshdesk - record the SmileBack rating in Freshdesk's in-built customer satisfaction survey, so that you can then use the results in Freshdesk reports and Arcade. Please read instructions below before activating this rule:
  • In Freshdesk go to Admin and then choose "Customer Satisfaction"
  • Activate the "Default Survey" and then click "Edit"
  • Make sure you have chosen a three-point scale
  • Under "Which emails should have the satisfaction survey link?" choose "Allow agents to add survey links to specific emails.", this will stop Freshdesk from sending both the SmileBack and the Freshdesk survey to users