Codup created two custom apps – one for Freshdesk, the ticketing platform by Freshworks and the other for Freshsales, a CRM solution by Freshworks.We integrated Freshsales CRM with Tweak Media API to enable sending SMS messages to customers’ mobile numbers. With this custom Freshsales app, an SMS containing the CSAT survey link was sent automatically to the customer’s mobile number right when its contact was created.On the other end of the spectrum, a custom Freshdesk app was set up that created a ticket automatically when the CSAT survey was sent to the customer.The values of the survey form were saved in Freshdesk as custom properties so the agent could see customer’s feedback right away. Those custom fields were also fetched from Freshdesk into Freshsales CRM to gives sales agents a birds-eye view of the customer’s feedback.Finally, we used the built-in ‘schedule-event’ feature of Freshsales to trigger one follow-up SMS after certain number of hours if the customer hadn’t filled in the survey within that time.
