Automate CSAT surveys with Freshdesk & store responses in Google Sheets

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 1. Trigger: Workflow runs on a schedule (or manually via “Test”). 2. Pull ticket status from Freshdesk. 3. Compare ticket status to the last known status in Google Sheets. 4. Detect resolution: If status = “Resolved” (ID 4), move forward. 5. Update the Google Sheet to track that the survey was sent. 6. Fetch the customer’s email from Freshdesk. 7. Create & send the survey email, personalized with ticket info and your brand. 8. Convert Markdown → HTML for a well-formatted email.

📥 Part 2: Collect responses and store in Sheets 1. Form Trigger: Customer clicks the survey link and fills in the form. 2. Capture responses (e.g. rating + comments). 3. 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