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Darmowy szablon automatyzacji

Zautomatyzuj ankiety CSAT za pomocą Freshdesk i przechowuj odpowiedzi w Arkuszach Google

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Dla kogo jest ten workflow?

Ten workflow jest idealny dla:

  • Menadżerów/Zespołów Obsługi Klienta: Chcących zautomatyzować zbieranie feedbacku bez ręcznej interwencji.
  • Firm korzystających z Freshdesk: Które chcą zintegrować ankiety CSAT z cyklem obsługi klienta.
  • Zespołów operacyjnych: Dążących do usprawnienia procesów i zbierania danych w celu poprawy jakości usług.
  • Osób chcących mierzyć satysfakcję klientów: Po interakcji z działem wsparcia.

Rozwiązywany problem / Przykłady zastosowań

Ręczne wysyłanie ankiet CSAT po każdym rozwiązaniu zgłoszenia jest czasochłonne i podatne na błędy. Ten workflow rozwiązuje ten problem poprzez automatyzację procesu.

Przykłady zastosowań tej automatyzacji:

  • Automatyczne wysyłanie ankiet satysfakcji zaraz po zamknięciu zgłoszenia w Freshdesk
  • Zbieranie i analiza feedbacku klientów w centralnej bazie danych (Google Sheets)
  • Identyfikacja niezadowolonych klientów i automatyczne alerty dla menedżerów
  • Śledzenie zmian w satysfakcji klientów w czasie
  • Integracja z innymi systemami (np. CRM) poprzez dane z ankiet
  • Generowanie raportów i wizualizacji na podstawie zebranych odpowiedzi
  • Automatyczne przypomnienia dla klientów, którzy nie wypełnili ankiety

Jak działa ten workflow

Workflow składa się z dwóch głównych części:

Część 1: Wysyłanie ankiet CSAT

  • Trigger: Może być uruchamiany ręcznie ("Test workflow") lub według harmonogramu (np. co godzinę)
  • Konfiguracja danych: Ustawienia dotyczące firmy (nazwa, email, stanowisko) oraz link do ankiety
  • Pobieranie statusów zgłoszeń: Odczytuje statusy zgłoszeń z Google Sheets ("Freshdesk Tickets")
  • Pobieranie zgłoszeń z Freshdesk: Pobiera wszystkie zgłoszenia z konta Freshdesk
  • Sprawdzanie rozwiązanych zgłoszeń: Porównuje aktualny status z zapisanym w Google Sheets
  • Aktualizacja statusu: Aktualizuje Google Sheets o nowy status "Rozwiązane"
  • Pobieranie danych klienta: Pobiera email klienta z Freshdesk
  • Tworzenie emaila: Generuje temat i treść emaila z ankietą
  • Konwersja do HTML: Formatuje treść emaila
  • Wysyłanie emaila: Wysyła ankietę do klienta

Część 2: Zbieranie odpowiedzi na ankietę

  • Formularz ankietowy: Udostępnia formularz webowy do wypełnienia
  • Zbieranie danych: Przechwytuje odpowiedzi klientów (oceny i komentarze)
  • Zapisywanie do Google Sheets: Zapisuje odpowiedzi w arkuszu "Feedback freshdesk"

Konfiguracja

Dane uwierzytelniające

  • Freshdesk: Połącz swoje konto w węzłach "get tickets" i "get client"
  • Google Sheets: Połącz swoje konto w węzłach "get existing tickets", "Updates status" i "Save survey to google sheet"
  • SMTP: Skonfiguruj dane do wysyłki emaili w węźle "Send Email"

Przygotowanie Google Sheets

Arkusz 1 ("Freshdesk Tickets"):

  • Utwórz nowy arkusz z kolumnami row_number i status
  • Skopiuj ID arkusza i nazwę zakładki do odpowiednich węzłów

Arkusz 2 ("Feedback freshdesk"):

  • Utwórz arkusz do przechowywania odpowiedzi
  • Skopiuj ID arkusza i nazwę zakładki do węzła "Save survey to google sheet"

Harmonogram

Dostosuj częstotliwość uruchamiania w węźle "Schedule Trigger"

Dostosowanie workflow do swoich potrzeb

  • Pytania w ankiecie: Zmodyfikuj formularz w węźle "Survey"
  • Treść emaila: Edytuj w węźle "Create the email text"
  • Status rozwiązania: Jeśli w Freshdesk używasz innego ID statusu niż 4, zaktualizuj wartość w warunku
  • Eskalacja negatywnego feedbacku: Dodaj węzeł IF do sprawdzania ocen i odpowiedniej reakcji
  • Usługa email: Możesz zastąpić SMTP inną usługą (np. Gmail)
  • Obsługa błędów: Dodaj węzły Error Trigger do zarządzania potencjalnymi problemami

   Skopiuj kod szablonu   
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Help Us Improve"},{"id":"54baa177-0163-47d1-937a-b58547cc4767","name":"body","type":"string","value":"=Hi,nnWe recently closed the ticket "{{ $('get tickets').item.json.subject }}". How satisfied were you with your recent support experience? Could you answer a [very fast survey]({{ $('Set your data').item.json['survey link'] }})?nnThank you for your time — we value your voice.nnBest regards,nn{{ $('Set your data').item.json['your name'] }}n{{ $('Set your data').item.json['your position'] }}n{{ $('Set your data').item.json['your company name'] }}"}]}},"typeVersion":3.4},{"id":"c5c217d5-7d2e-4c27-828f-a758a35c0f9c","name":"Convert the email text to HTML","type":"n8n-nodes-base.markdown","position":[1760,-360],"parameters":{"mode":"markdownToHtml","options":{},"markdown":"={{ $json.body }}"},"typeVersion":1},{"id":"64bebbc9-a8a3-459f-8938-d9b17b1c64a2","name":"Sticky Note3","type":"n8n-nodes-base.stickyNote","position":[1920,-540],"parameters":{"color":6,"width":200,"height":340,"content":"## Email send settingsn- Here you can change this node for a gmail node for eaxmple. "},"typeVersion":1},{"id":"1372a887-042f-401c-bc39-38bccdb943e8","name":"Sticky Note4","type":"n8n-nodes-base.stickyNote","position":[1260,-540],"parameters":{"color":4,"width":200,"height":340,"content":"## Get Clientn- Connect here to Freshdesk with your credentials"},"typeVersion":1},{"id":"07287a6a-16e8-40da-a45e-bdc0e01f14d5","name":"Save survey to google sheet","type":"n8n-nodes-base.googleSheets","position":[200,0],"parameters":{"columns":{"value":{},"schema":[{"id":"On a scale of 1-5, how satisfied are you with the support you received?","type":"string","display":true,"removed":false,"required":false,"displayName":"On a scale of 1-5, how satisfied are you with the support you received?","defaultMatch":false,"canBeUsedToMatch":true},{"id":"Could you share what went wrong so we can improve?","type":"string","display":true,"removed":false,"required":false,"displayName":"Could you share what went wrong so we can improve?","defaultMatch":false,"canBeUsedToMatch":true},{"id":"submittedAt","type":"string","display":true,"removed":false,"required":false,"displayName":"submittedAt","defaultMatch":false,"canBeUsedToMatch":true},{"id":"formMode","type":"string","display":true,"removed":false,"required":false,"displayName":"formMode","defaultMatch":false,"canBeUsedToMatch":true}],"mappingMode":"autoMapInputData","matchingColumns":[],"attemptToConvertTypes":false,"convertFieldsToString":false},"options":{},"operation":"append","sheetName":{"__rl":true,"mode":"list","value":"gid=0","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1owSLNTGyoDUw0IB6RFqRYyF_P-KFPiIvS8MM-RrDPjI/edit#gid=0","cachedResultName":"Sheet1"},"documentId":{"__rl":true,"mode":"list","value":"1owSLNTGyoDUw0IB6RFqRYyF_P-KFPiIvS8MM-RrDPjI","cachedResultUrl":"https://docs.google.com/spreadsheets/d/1owSLNTGyoDUw0IB6RFqRYyF_P-KFPiIvS8MM-RrDPjI/edit?usp=drivesdk","cachedResultName":"Feedback freshdesk"}},"credentials":{"googleSheetsOAuth2Api":{"id":"gdLmm513ROUyH6oU","name":"Google Sheets account"}},"typeVersion":4.5},{"id":"78fa9cde-7135-4dd2-8d74-9b6c826fbd6b","name":"Sticky Note5","type":"n8n-nodes-base.stickyNote","position":[140,-100],"parameters":{"color":4,"width":220,"height":340,"content":"## Save surveyn- Create an empty google sheet and put it here"},"typeVersion":1},{"id":"001ff1c0-515c-410f-a460-c52867af8cb9","name":"Sticky Note7","type":"n8n-nodes-base.stickyNote","position":[-80,-780],"parameters":{"width":880,"height":220,"content":"## Contact men- If you need any modification to this workflown- if you need some help with this workflown- Or if you need any workflow in n8n, Make, or Langchain / LanggraphnnWrite to me: [thomas@pollup.net](mailto:thomas@pollup.net)nn**Take a look at my others workflows [here](https://n8n.io/creators/zeerobug/)**nn"},"typeVersion":1},{"id":"e5420f8a-b734-4d7c-af02-204c3d263457","name":"Sticky Note6","type":"n8n-nodes-base.stickyNote","position":[-100,-100],"parameters":{"color":6,"width":220,"height":340,"content":"## Modify Surveyn- Set all the survey's question you need here"},"typeVersion":1}],"connections":{"Survey":{"main":[[{"node":"Save survey to google sheet","type":"main","index":0}]]},"get client":{"main":[[{"node":"Create the email text","type":"main","index":0}]]},"get tickets":{"main":[[{"node":"If ticket resolved","type":"main","index":0}]]},"Set your data":{"main":[[{"node":"get existing tickets","type":"main","index":0}]]},"Updates status":{"main":[[{"node":"get client","type":"main","index":0}]]},"Schedule Trigger":{"main":[[{"node":"Set your data","type":"main","index":0}]]},"If ticket resolved":{"main":[[{"node":"Updates status","type":"main","index":0}]]},"get existing tickets":{"main":[[{"node":"get tickets","type":"main","index":0}]]},"Create the email text":{"main":[[{"node":"Convert the email text to HTML","type":"main","index":0}]]},"Convert the email text to HTML":{"main":[[{"node":"Send Email","type":"main","index":0}]]},"When clicking ‘Test workflow’":{"main":[[{"node":"Set your data","type":"main","index":0}]]}}}
  • SMTP
  • email
  • human
  • form
  • wait
  • hitl
  • approval
  • CSV
  • Sheet
  • Spreadsheet
  • GS
Planeta AI 2025 
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