CSAT, NPS, and 5-star surveys inside Freshservice
Live in minutes
70+ Integrations
No extra tools for most setups
Up and running in under 10 minutes
Connect
Link Freshservice to Simplesat with your API key. No code, and your ticket data stays put.
Configure
Embed a CSAT, NPS, or 5-star survey in closure emails; merge fields attribute every response.
See results
Feedback posts to the ticket as a note, updates custom fields, and powers Simplesat dashboards.
Integrating Simplesat with
Freshservice
Why Freshservice teams pick us
Freshservice's CSAT is a start. Simplesat adds branded, multi-metric surveys in-ticket.
Surveys worth clicking
Branded, mobile-friendly CSAT, NPS, or 5-star surveys customers rate from the inbox.
Feedback where agents work
Responses write back as a ticket note, tag rating and sentiment, and update fields.
Reporting that proves CX value
Agent leaderboards and CSAT trend dashboards for QBRs - no CSV exports.
Simplesat vs. Freshservice CSAT
Freshservice's native CSAT gives a basic read. Simplesat adds multi-metric surveys, write-back, and richer reporting.
Everything the integration does
The full feedback loop — collect inside Freshservice's email workflows, then write results back into tickets, custom fields, and reporting.
Save a survey as a template, canned response, or quick reply, and agents insert it into any message with one click. Full control over who gets asked, with responses attributed to the agent who sent it.
Feedback information lands as tags or labels directly on the ticket: instant filters for reporting in the tools your team already uses.
Every survey response arrives enriched with ticket, conversation, or case context like ID, subject, priority, assignee, requester, and custom fields. Analyze satisfaction data using the attributes already tracked in your support platform, without manual tagging.
Customer feedback posts back as an internal note to the original ticket or conversation. Agents see their feedback immediately without leaving their queue, and managers get context during reviews and reports.
Feedback can be actioned immediately by creating a ticket in your helpdesk. Close the loop with unhappy customers before they churn, and make sure the positively engaged customers hear back too!
Each contact's record carries their latest CSAT, NPS, and sentiment, visible to anyone who opens it and usable in any segment, view, or automation you build on top.
All related feedback information syncs to custom fields in your helpdesk, accessible directly where the data can be made useful.
What you need
Freshservice
plan:
All plans (Starter and above)
Simplesat plan:
Standard or higher
Permissions:
Freshservice admin for templates and API access
Setup time:
Under 10 minutes
Freshservice is a cloud-based IT service management platform by Freshworks, used by thousands of IT teams for incident management, service requests, change management, and asset tracking on ITIL best practices.
The Simplesat integration embeds CSAT, NPS, and 5-star surveys in Freshservice closure emails. Responses post back to the ticket as a note, tag rating and sentiment, and update custom fields, feeding agent leaderboards.
Works with your whole stack
Frequently asked questions
Do my agents need a Simplesat login?
No. Customer ratings land right on the ticket in your helpdesk, so agents see their feedback without logging into Simplesat at all. Only the people who build surveys, dashboards, and reports - your admins and managers - need a seat.
Can negative feedback automatically create a follow-up ticket and alert the right people?
Yes. When negative feedback arrives, Simplesat can create a follow-up ticket in your helpdesk, alert the right manager and agent instantly, and tag the original ticket, so service recovery starts in minutes.
Can I delay surveys until an issue is really resolved, and prevent over-surveying?
Yes. Set a delay so surveys send only after the conversation is truly resolved, matched to your reopen window. Suppression rules stop anyone from being surveyed too often, and you can exclude topics, inboxes, or tags entirely.
Can customers answer with one click in the email?
Yes. The first click in the email records the rating instantly, even if the customer never opens the follow-up page. Anything they add after that, comments or extra answers, enriches the same response.
How is Simplesat different from my helpdesk's built-in CSAT?
Built-in CSAT gives you a score. Simplesat gives you the full picture: follow-up questions with conditional logic, segmentation by team and brand, trend reporting, AI topic detection, and automated routing when scores drop. The result is higher-quality, more actionable feedback.
Can customers leave reviews on Google or Trustpilot?
Yes. Thank-you pages can invite customers to share their experience on Google, Trustpilot, or another review site you choose. You control which surveys include the invitation and how it's presented.
How does feedback data sync with my helpdesk?
Automatically. Ratings and comments post back to the ticket, as comments, tags, or custom fields, depending on your helpdesk. That means agents see feedback right where they work, and your existing reporting stays intact.That means agents see feedback right where they work, your existing reporting stays intact. Every response links back to its original ticket.
Can I send survey data to tools outside my helpdesk?
Yes. Simplesat pushes feedback to 100+ tools automatically: CRMs like Salesforce and HubSpot, BI platforms like Power BI, spreadsheets like Google Sheets, and communication tools like Slack. No exports, no manual work.
