In this small but important update we are expanding the default data set that is passed to HappySignals from Freshservice. We are also adding support for enabling response rate calculation on HappySignals for Freshservice integrations.
Default Data Changes
Default data parameter set now includes three new keys for sending new data from Freshservice to HappySignals.
| Parameter | Data Source | Description |
| oa | created_at | Send the ticket creation time to HappySignals response context. This enables HappySignals platform to show time to resolve data. |
| esa | @requester.created_at | Send responders employment start date to HappySignals response context. This enables HappySignals platform to show employment time distribution data. |
| euid | @requester.email | Send a unique but anonymous hash ID of responder. This enables HappySignals to maintain responder anonymity while differentiating the responders. |
Enabling Response Rates
In this release we also enable Freshservice integration to start notifying HappySignals platform about outbound surveys generated in Freshservice. With this information HappySignals platform will be able to show you what kind response rates your surveys are getting.
Process to enable accurate response rate calculation is two fold:
- Define survey trigger status for the integration
- Move notification sending to Freshservice Automator Workflow
Define survey trigger status for the integration
To enable response calculation in the Freshservice integration use the "Survey Trigger Status" in the application settings to tell the system when to notify HappySignals about an outbound survey.
In the settings, you can either use a single status for all ticket types eg. "4" or set ticket type specific statuses using a JSON object structure.
// JSON object structure: "Ticket Type": "Trigger Status"
// Example:
{
"Incident": "4",
"Service Request": "6"
}
Move notification sending to Freshservice Automator Workflow
Due to the nature of the survey link generation in Freshservice and how Freshservice notifications work, accurate response rate calculation requires that a workflow based notification is used instead of Freshservice out-of-the-box notifications.
You can setup a simple workflow that is triggered based on a Ticket status change and waits for a moment before the email is generated and sent to the Requester.
The wait timer is crucial in this workflow to ensure that the HappySignals integration has time to generate up-to-date survey links for the ticket before they are added to the email.
