Automation for Freshdesk

Only on SmileBack Professional

SmileBack's powerful automation feature allows you to build custom rules based on events involving your reviews. Each rule performs an action every time a specific event, or trigger, takes place within SmileBack.

Automation rules 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 User Menu.
2. Click on Add New Rule
3. Add a name for the rule.
4. In the When dropdown, select a trigger from one of the following. This is the event that will cause the automation rule to "fire" and can be one of the following:
   • A new review is received
   • A tag is added to a review
   • The status of a review is changed
5. Use the filters to further define which reviews should follow your automation rule (such as reviews with a comment, or comments that have been approved for publication).
6. Define in the Then column what should happen when the trigger is matched.
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