This integration adds SurveyStance one-click emoji surveys to your Freshdesk replies and ties each response back to the Freshdesk ticket and the customer who left it.

What gets captured

  • Ticket ID – {{ticket.id}}
  • Requester email – {{ticket.requester.email}}

Step 1. Create your survey

Create a OneClick survey in SurveyStance (or use an existing one).

Step 2. Install and configure the SurveyStance plugin

Setup is done directly in Freshdesk with the SurveyStance plugin, which adds the survey to an agent's signature for you.

  1. Install the SurveyStance app from the Freshdesk Marketplace.
  2. Click the SurveyStance icon in Freshdesk's left navigation bar.
  3. Select Survey: choose the SurveyStance OneClick survey to add.
  4. Select Agent: choose the Freshdesk agent whose signature will include the survey.
  5. Add Placeholders: keep Ticket ID and Requester Email selected. These are attached to each survey response, and the Ticket ID lets you find the full ticket details in Freshdesk.
  6. Click Update Signature. Freshdesk then includes the survey automatically in that agent's replies.
  7. Repeat for each agent who should send the survey.

To stop sending the survey for an agent, select the agent and click Remove Survey from Agent.

Step 3. Test it

  • Open a ticket, start a new reply (the signature is added when the reply box opens) and send it.
  • In the email you receive, check that each emoji link shows the real ticket number and the requester's email.
  • Click an emoji and confirm the response appears in SurveyStance with the Ticket ID and email filled in.

Tips & troubleshooting

  • If a link still shows {{ticket.id}} as text instead of a ticket number, re-insert the survey with the SurveyStance plugin.
  • Replies that were already open when you changed the signature keep the old links. Start a new reply to test.