Installing the HappySignals integration for FreshService

A short guide to installing the HappySignals integration for FreshService.

In order to follow these instruction you will need the following details,

  1. Your FreshService API key (please see getting your API key for instructions on how to get your API key)
  2. Your HappySignals instance URL provided by HappySignals support
  3. A shared secret used to sign the outgoing voting links, also provided by HappySignals support

Install the application as custom app

Start the process by going to the Admin interface and navigating to the "Apps" section.

Click the "Go to Developer Portal" link on top right sidebar of the Apps page. Open following view through down opening array next to your profile icon.

From there click "Create New Apps", and select "Custom App" in the pop-up window.

Drag and drop or select "Upload app file" and select the application package delivered by HappySignals.

In the next screen fill out the required fields as follows, 

Click "Save and Publish" at the top of the page to publish it into your private custom application list. Publishing app may take some time (couple of minutes).

Navigate back to "Apps" section, select Custom Apps and click "HappySignals Service Experience" application listed, select "Install" to install the application.

A form with option for configuring the application will open.

Under "FreshService API key", enter the API key that will be used by the application to interact with your FreshService helpdesk. Under "HappySignals URL" and "Shared secret" and "HappySignals API key" enter the instance URL, and shared secret, and API key respectively, provided by HappySignals support.

You may ignore the settings for "Custom mappings" for now, the application comes with a preconfigured set of field mappings to get you started.

If you wish to configure the colour of the voting buttons in the outgoing email, enter a HTML format colour code or colour name in the "Button colour" box, E.g. "red" or "#ef80b2". The default colour is our friendly pink.

Click "Install" to save the settings and install the application.

Configure your FreshService helpdesk for HappySignals

In order to send out voting buttons in the notification emails sent when your agents resolve tickets you need to add a custom ticket field where the application will store the voting button HTML markup. To do this, go to the Admin interface and navigate to the "Form fields" section. Add a "Paragraph Text" field (ensure you are not adding a "Single Line Text" field, which is too short to contain the markup needed). In the dialog that opens name the field by entering "HappySignals Buttons" in the field label for Agents. Deselect the option "Displayed to requester" to hide the field from the requester in the portal. Click "Done" to finalise the field.

You can verify that the installation was successful so far by creating a test ticket for yourself, once the ticket is saved. The HappySignals buttons field should be updated with HTML markup automatically. Please note that you will need to reload the ticket page after saving in order to have the updated field value displayed.

Configure email notifications

The last step is to configure the email notification sent when your agents resolve tickets to include the voting buttons. Again, under the "Admin" section navigate to "Email Notifications" and click "Agent solves the Ticket" to edit the template. Add the voting buttons at a suitable place in the template by clicking "Insert Placeholders" to open a list of placeholders available. Find the "HappySignals Buttons" placeholder under the "Ticket Fields" section and insert the placeholder by clicking the button.

The placeholder inserts only a row of buttons, we recommend that a prompt similar to "Please rate your service experience by clicking one of the following numbers, where 0 is poor and 10 is awesome" is included to properly frame the question for the receiver.

Once the template is saved, any ticket that is resolved after that point will have the voting buttons added and the receiver can use those to rate their service experience via the HappySignals survey. The results are updated in near realtime in the HappySignals Analytics portal.