Challenges in adding survey link in the Agent signature in Freshdesk

App Platform
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Hi Team,

We are a Freshworks SI partner here. We developed the app in Freshdesk named “Email Template Management for Freshdesk.”

The app functionality is adding the signature in reply. On the configuration page, we have the feature to add placeholders like requester email, ticket ID, survey link, etc.

Currently, we are facing an issue with adding the survey link placeholder, so we would manually replace the configured placeholder with its relevant data using regex in our application. Since the survey link is not available via the Freshdesk API, we couldn’t populate its placeholder {{Ticket_satisfaction_survey}} with the survey link, which was the customer’s expectation. The working app logic is to replace it with the existing ticket survey score if it is present.

App URL: Freshdesk Email Template Management for Freshdesk Integration | Freshworks Marketplace

2

What I am doing for that same situation ( we use SurveyMonkey but not the Freshdesk Plugin for SurveyMonkey) is to get the main survey link and add the placeholders in the link URL.

I create a link and the URL looks like

http://www.surveydomain.com/s/survey-support?ticket_number={{ticket.id}}&product={{ticket.cf_product_family877902}}&assignee={{ticket.agent.name}}&date_completed={{ticket.status_changed_on}}&source={{ticket.source_name}}&account_name={{ticket.company.name}}