Ad-hoc survey requests are sent on a need basis as-and-when a specific contact becomes eligible to take the survey. These requests are triggered through API to Freshsurvey from Freshservice. These requests can be triggered to both email and web app embed collectors across all survey frequencies (transactional/ one-time/ recurring). For example, you will be able to trigger the survey to a Freshservice requester whenever a ticket is resolved by an agent.
How to configure the ad-hoc/transactional trigger request:
Note: When configuring the collector in Freshsurvey, select 'Transactional' as the survey frequency to trigger transactional surveys. Read this article to know more about Freshsurvey's on-demand survey requests.
Once you activate the collector, Click on ‘Show instructions’.
On clicking ‘Show instructions’, you will find the instructions to configure ad-hoc/transactional trigger requests via API or webhook. Please select ‘Freshservice’ from the product dropdown.
Go to Freshservice> click on ‘Admin’.
Look for ‘Workflow Automator’ under Automation
Click on ‘New workflow’
Click on ‘Event-based workflow’ type
Enter the workflow ‘Title’ and select the ‘Module’ as “Ticket” and click on ‘Create’.
Please select the 'Events' on which you would like the automation to be triggered and select “Done”
Drag and drop the conditions and Actions.
In Actions:
> Select ‘Trigger webhook’
> Request type as ‘POST’
> In URL, add the callback URL copied from the instructions in Freshsurvey.
> Enable ‘Custom headers’ and pass the ‘Key’ and ‘Value’. [You can find the values from the Freshsurvey instructions.]
Now, Copy the pre-populated sample JSON payload with the respective placeholders you need to pass along with the request for contact creation and trigger. Add any additional payload information you may need in Freshsurvey under the “transaction_context” section.
Click done
Click on ‘Activate’ for automation to start executing.
This should help you get the survey triggered to all the Freshservice resolved tickets.
