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Introducing Advanced Customer Satisfaction Surveys

Here is a more powerful and intuitive way of measuring your customer satisfaction. With Customer Satisfaction as a built-in functionality in Freshservice, it gets easier to measure service desk efficiency and customer satisfaction with every support ticket. Now there is a lot more flexibility on designing the surveys and configuring multiple surveys for different teams. Use the new Survey capabilities to:

  1. Trigger different surveys for tickets based on the ticket properties.

  2. Customize and create the entire survey from scratch, with choice-based, rating or short-text questions.

  3. Customize the “Thank you” message and image to be displayed after the survey response is submitted.

  4. Assign Scores to define the weightage or sentiment of the question choices.

  5. Regulate the survey emails to be sent to the requester.

  6. Set expiry time for customer satisfaction survey.

  7. Define rules to create dynamic survey forms.

  8. Create advanced reports based on the overall survey or specific question


Survey Configuration:



Survey taking experience:



Check out more details here


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