Best Freshdesk Survey Tools for 2025 to Measure Customer Satisfaction & Improve Support Quality

In my experience working with customer support and CX teams using Freshdesk, one pattern shows up consistently: teams that actively measure customer feedback after every support interaction outperform those that don’t—both in customer satisfaction and long-term retention.

This isn’t just anecdotal. According to PwC, 86% of customers are willing to pay more for a better customer experience, while 32% will leave a brand after just one bad experience. Similarly, Microsoft reports that 96% of consumers say customer service plays a key role in their loyalty decisions. These numbers highlight why measuring support experience—especially immediately after ticket resolution—is critical for any support-driven organization.

Freshdesk makes it easy to manage customer support at scale, but relying only on basic ticket metrics doesn’t tell you how customers actually felt about the interaction. That’s where Freshdesk surveys come in. By collecting feedback using CSAT, NPS, or CES surveys after each ticket is resolved, support teams can quantify customer satisfaction, identify friction points, and improve agent performance with real data instead of assumptions.

While Freshdesk offers native CSAT surveys, in my experience, teams that integrate a dedicated Freshdesk survey tool gain much deeper insights. These tools allow you to ask follow-up questions, capture qualitative feedback, automate survey triggers, and connect responses directly to tickets, agents, and customer profiles—making the feedback far more actionable.

In this blog, we’ve covered the best survey tools for Freshdesk, how each one integrates with the helpdesk, and the specific benefits they offer when used as customer satisfaction survey software for Freshdesk—so you can choose the right solution based on your support goals and scale.

TL;DR

• Freshdesk survey tools help support teams measure customer satisfaction by sending CSAT, NPS, and CES surveys automatically after ticket resolution or closure.
• While Freshdesk offers basic CSAT surveys, dedicated survey tools provide deeper insights, including qualitative feedback, automation, advanced reporting, and agent-level analysis.
• By using the best Freshdesk survey tools, you can collect customer feedback by automatically sending out customer service surveys to measure agent performance or improve the quality of support offered and ensure long-term customer relationships. 
• Our top picks for best survey tools for Freshdesk survey tools include names like Zonka Feedback, Simplesat, Nicereply, Qualtrics, Survicate, and more. 
• We have analyzed these tools based on their integration and data flow feasibility with Freshdesk. You can also find the key features, pricing, and G2 rating of each tool to make a better decision. 
• Choosing the right survey tool depends on your use case—whether you want to track support quality, customer effort, loyalty (NPS), or agent performance.
• Zonka Feedback is a popular customer feedback tool that lets you capture user sentiments after interaction with support and even lets you create new tickets based on responses received. You can schedule a demo to understand how this integration can help you up your customer service game.   

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What is Freshdesk Survey Integration?

Freshdesk survey integration allows you to connect Freshdesk with a customer feedback or survey tool so you can automatically collect feedback from customers after support interactions. Instead of sending surveys manually, feedback is triggered based on ticket events like resolution or closure.

With a Freshdesk survey integration, teams can send CSAT, NPS, and CES surveys via email, link-based surveys, or in-ticket messages, and tie every response back to the relevant ticket, agent, or customer. This makes it easier to measure customer satisfaction, understand support quality, and take action on feedback in real time.

Most Freshdesk survey tools also sync feedback data with CRM systems, dashboards, and reporting tools, giving support and CX teams a complete view of customer sentiment across support interactions.

Why Freshdesk Survey Integration Matters?

Freshdesk survey integration helps support teams move beyond anecdotal feedback and measure customer experience consistently at scale. By collecting feedback automatically after every support interaction, teams can:

• Track customer satisfaction (CSAT) at the ticket and agent level
• Identify recurring issues that impact support quality
• Understand how much effort customers expend to get help (CES)
• Measure loyalty trends using NPS alongside support performance

More importantly, integrating surveys directly with Freshdesk ensures feedback is contextual. Responses are linked to tickets, agents, and timelines, making it easier to close the feedback loop, coach agents, and improve support processes.

Without a Freshdesk survey integration, feedback often remains disconnected from support data—limiting its usefulness and slowing down customer experience improvements.

How do Freshdesk Survey Software Compare? 

Let us look at this table for the best Freshdesk survey tools to understand how each survey software compare:

What are the Best Freshdesk Survey Tools for 2025?

The best Freshdesk survey tools for 2025 include Zonka Feedback, Nicereply, Delighted, and Simplesat, as they offer reliable Freshdesk integration and support key metrics like CSAT, NPS, and CES. These tools help support teams improve customer experience by collecting feedback after ticket resolution, enabling teams to measure customer satisfaction, identify service gaps, and act on insights directly within Freshdesk workflows. Choosing the right survey tool depends on how much automation, analysis, and follow-up your support team needs.

Below, we’ve listed the top survey tools for Freshdesk based on integration depth, feedback capabilities, and real-world support use cases.

1. Zonka Feedback: Best for AI-Powered Contextual Feedback & Real-Time Ticket-Linked Insights

Zonka Feedback is an AI-powered customer feedback & intelligence platform that consolidates feedback (including from tickets) and turns unstructured responses into actionable insights using theme + sentiment + impact analysis, so support teams can understand what’s driving satisfaction or dissatisfaction at scale.

• Best for: Freshdesk teams that want AI-driven insight + automated actions—not just CSAT collection—by connecting survey feedback to ticket workflows and prioritization.
• Use Case: Auto-create Freshdesk tickets from negative responses, tag recurring complaint themes for QA, prioritize top drivers of low CSAT, route feedback to the right team/queue, generate AI summaries for weekly support reviews
• G2 Rating: 4.6/5 (based on 79 reviews)

What Makes Zonka Feedback the Best Freshdesk Survey Tool in 2025?

Zonka Feedback stands out as one of the best Freshdesk survey tools in 2025 because it goes beyond collecting scores and helps teams understand and act on customer feedback using AI-driven insights. In addition to effortless feedback collection, Zonka Feedback offers AI Feedback Intelligence that analyzes open-text responses to identify sentiment, recurring themes, and the key drivers behind CSAT, NPS, and CES scores.

Zonka Feedback integrates seamlessly with Freshdesk through a native integration, allowing teams to start measuring feedback across global CX metrics—CSAT, NPS, and CES—within minutes. Surveys can be triggered automatically based on Freshdesk ticket events such as resolution or closure, or sent manually during ongoing customer conversations. For example, support teams can automatically send a CSAT survey when a ticket is closed or include a rating survey directly within an agent’s reply or email signature.

What truly differentiates Zonka Feedback is how feedback is connected back to action inside Freshdesk. Survey responses are automatically synced with Freshdesk tickets, agents, and customer profiles, as well as CRM systems. Using AI Feedback Intelligence, teams can detect trending complaints, uncover root causes of dissatisfaction, prioritize high-impact issues, and trigger follow-up workflows—such as creating Freshdesk tickets or alerting supervisors when negative feedback is received.

Zonka Feedback also makes it easy to design professional, on-brand surveys using a no-code builder and a library of 100+ customizable templates. Its advanced reporting combines quantitative scores with AI-powered sentiment and theme analysis, giving support and CX teams a clear view of overall satisfaction, customer loyalty, customer sentiment, and recurring support issues—all in one place.

What are the Key Features of Zonka Feedback and Freshdesk Integration?

By integrating Zonka Feedback with Freshdesk, you can gain effortless customer service across different touchpoints. With this integration, all the responses can be automatically synced with your Freshdesk account and your CRM. Zonka Feedback also enables you to create intelligent, attractive, and branded white-labeled surveys with the code-free builder through its native integration with Freshdesk.

• Automated surveys based on pre-specified triggers
• Automated ticket creation based on survey responses
• AI Feedback Intelligence to detect dissatisfaction patterns and trigger timely follow-ups
• Code-free survey builder and 500+ survey templates with multiple question types (smiley face surveys, rating scale, multiple choice etc.)
• Survey logic, white labelling and survey branding
• Survey throttling to put a limit on the number of surveys sent to each customer
• Real-time notifications and alerts
• Multilingual ability and geotagging
• Reporting and analysis
• Automated workflows and responses
• Sync Survey Response Data and CX metrics, especially Customer Satisfaction Metrics, from Zonka Feedback to Freshdesk
• Get feedback for every conversation your customer has with support staff or agent in real-time
• Trigger a ticket in case of delays, responses on bug report form questions, or low feedback
• Enable your service agents to take action based on new tickets added automatically after a survey
• Integration with BI software like CRMs, communication tools, and marketing software, such as Salesforce, HubSpot, Zendesk, Freshdesk, Intercom, Slack, Twilio, Gupshup, MailChimp, Zapier, etc. 

Pricing

Custom pricing based on business requirement

2. Nicereply: Best for Quick, High-Response CSAT & NPS Collection

Nicereply is a customer satisfaction tool focused on capturing simple CSAT, NPS, and CES feedback and tying scores directly to Freshdesk tickets and agents for day-to-day support monitoring.

• Best for: Support teams that want clean CSAT visibility at the agent and ticket level without complex workflows or CX program setup.
• Use Case: Daily agent CSAT tracking, support QA scorecards, weekly team performance reviews, quick comment review after ticket closure.
• G2 Rating: 4.5/5 (431 reviews)

What Makes Nicereply Top Freshdesk Survey Integration Tool in 2025?

When it comes to capturing CSAT surveys, Nicereply is one of the top choices among companies like Microsoft, Lenovo, Hubspot, and Buffer. This voice of customer tools is one of the oldest survey software companies and is popular for its Net Promoter Score survey builder. However, the offerings lack modernity and the latest survey techniques as offered by others in this list.

NiceReply is one of the most reliable Freshdesk survey tools which makes the feedback process quick and efficient. It allows customers to share their feedback experience in a single click. In addition to CSAT, this Freshdesk survey tool allows getting a deeper understanding using CES and NPS. You can manually add surveys in email signatures while responding to customer tickets as well as send a dedicated feedback survey embedded in the mail body itself. 

What are the Key Features of Nicereply and Freshdesk Integration?

You can measure and improve customer satisfaction directly, scan the status of the tickets regularly, edit the trigger behavior, and copy the Nicereply survey code to insert in Freshdesk. Here are the top features available for Nicereply and Freshdesk integrations:

• Automatically trigger Email Surveys on updates in ticket status
• Create Freshdesk Tickets based on Survey Responses
• Trigger a ticket in case of delays, responses on bug report form questions, or low feedback
• View all your survey responses and feedback data on the Freshdesk dashboard
• Set rules and conditions to add Freshdesk tickets based on your survey to be shared with customers
• Get survey responses based on your agent’s performance
• Survey personalization using survey logic and workflows
• Response syncing in tickets
• Simple and attractive forms
• Survey branding to propel business growth and visibility
• Survey throttling
• Analytics and Integrations available
• Customize your surveys and add additional survey questions

Pricing

Starts at $59/month

3. Delighted: Best for Fast-to-Launch Freshdesk Support Feedback Programs

Delighted is a feedback tool designed for rapid deployment of support surveys, enabling teams to start collecting post-ticket feedback with minimal configuration.

• Best for: Teams that need to launch Freshdesk surveys quickly without heavy customization or ongoing maintenance.
• Use Case: short-term CSAT pilots, post-process change validation, multilingual support feedback, executive-friendly weekly summaries.
• G2 Rating: 4.7/5 (60 reviews)

What Makes Delighted Top Freshdesk Survey Integration Tool?

Delighted is another reliable survey software that helps create a streamlined support experience with customers by enabling consistent feedback. It allows sending CSAT, CES, and NPS surveys both manually and automatically. You can send email surveys to customers after providing resolution to a ticket via email. Similarly, you can send surveys automatically after tickets are closed. Tickets can automatically be created in Freshdesk based on the responses from customers.

The tool features an easy-to-use survey builder and multilingual surveys to cater to different audiences. 

What are the Key Features of Delighted and Freshdesk Integration?

By integrating Delighted with Freshdesk, you can automate the process of sending surveys to customers after ticket resolution, ensuring prompt feedback collection. The integration can enable you to customize the questions as per each recipient’s specific situation. Although there are limited features when it comes to Delighted and Freshdesk integration, here are some of the top benefits you get with your Delighted and Freshdesk integration:

• The ability to trigger surveys following interactions in Freshdesk
• The ability to fully configure the events/actions that trigger those surveys
• Verify each agent's performance based on metrics like CSAT or CES
• Configure each component of your survey - all directly within the Delighted dashboard
• Readymade survey templates
• Real-time alerts and notifications
• Multilingual support
• Integration with various BI software, including Freshdesk
• Reporting and analysis

Pricing

Starts at $19/month

4. SurveyMonkey: Best for Custom & Long-Form Surveys Used with Freshdesk

SurveyMonkey is a general-purpose survey platform that allows teams to run custom, research-style surveys alongside Freshdesk support workflows.

• Best for: Teams that need highly customized questionnaires beyond standard CSAT or NPS formats.
• Use Case: post-resolution diagnostic surveys, feature request collection from support users, policy or pricing feedback, quarterly customer research.
• G2 Rating: 4.4/5 (23,000+ reviews)

What Makes SurveyMonkey One of the Best Freshdesk Survey Integration Tool in 2025?

SurveyMonkey is a versatile Freshdesk survey tool that allows adding surveys when sending out responses to tickets. You can send feedback surveys via email and also add surveys right inside tickets. This is quite similar to businesses sending satisfaction surveys. The only difference is that it allows collecting in-depth feedback.

An interesting feature that you get when combining SurveyMonkey with Freshdesk is to tap immediate feedback from customers after any survey response. Another thing to note is that you can disable Freshdesk integration anytime from the admin customer satisfaction settings and use SurveyMonkey survey alone. 

You can also put a limit to how many surveys to be sent to each user. Moreover, you can configure surveys with or without folders. You can also view responses for each ticket in Freshdesk itself. 

What are the Key Features of SurveyMonkey and Freshdesk Integration?

SurveyMonkey is a renowned player in the realm of customer feedback.  It is known for its extensive selection of survey types and pre-designed templates. It's user-friendly interface and robust research capabilities have made it a popular option for businesses seeking valuable customer insights. Here are the top features you get when integrating SurveyMonkey with Freshdesk:

• NPS to measure customer loyalty and get detailed feedback
• CSAT, NPS, and CES surveys within tickets
• Automated workflows
• Syncing of responses with the ticket
• Surveys in email responses to collect post-resolution feedback
• Readymade survey templates
• Integration with BI tools
• Pass ticket attributes as custom variables in the survey link to help analyze the survey response results by adding filters based on ticket attributes
• View survey responses for each ticket based on the user’s role

Pricing

Starts at $25/user/month (team plans)

5. SurveySparrow: Best for Conversational Freshdesk Surveys & Higher Response Rates

SurveySparrow offers chat-style, conversational surveys that make feedback collection feel more interactive and less transactional.

• Best for: Teams focused on improving survey completion rates and customer engagement
• Use Case: conversational CES flows, mobile-first surveys, event-triggered pulse checks, kiosk or offline feedback collection
• G2 Rating: 4.4/5 (2,024 reviews)

What Makes SurveySparrow the Best Freshdesk Survey Integration Software?

SurveySparrow is an easy-to-use and effective Freshdesk survey tool that allows sending surveys post customer interactions via emails. The tool maps responses to the corresponding Freshdesk tickets so support agents can view customer feedback and be able to assist customers better.

Based on customers’ responses to the survey, SurveySparrow creates a new ticket or updates an existing one. You can measure CSAT, NPS, and CES through Freshdesk both manually and automatically. 

What are the Key Features of SurveySparrow and Freshdesk Integration?

SurveySparrow stands out with its interactive and engaging interface for its survey respondents. It offers a range of surveys, including NPS, Offline, Chat, Classic, and 360° Surveys, all designed to be mobile-first and user-friendly. With its conversational user interface, SurveySparrow provides a chat-like survey experience to help to reduce survey fatigue and increase response rates. Here are the top features you get when integrating SurveySparrow with Freshdesk.

• Automated survey when a ticket is created or ticket status updated
• NPS and CSAT surveys via email and SMS survey software
• Automated survey when a contact is created or updated
• Readymade, customizable survey templates
• Real-time alerts and notifications
• Integration with various BI tools

Pricing

Starts at $19/month (billed yearly)

6. Survicate: Best for Qualitative Insights from Freshdesk Support Feedback

Survicate is a feedback platform designed to capture contextual and qualitative insights through follow-up questions and targeted surveys.

• Best for: Teams that want to understand the “why” behind CSAT or NPS scores, not just the score itself.
• Use Case: Churn-risk identification, dissatisfaction reason analysis, support vs product issue segmentation, feedback theme discovery.
• G2 Rating: 4.6/5 (196 reviews)

What Makes Survicate the Best Freshdesk Survey Integration Software?

You can enhance your customer support process using Survicate, one of the popular Freshdesk survey tools. You can measure customer satisfaction and likeliness of customers to recommend your brand to others using CSAT, CES, and NPS surveys post customer service interactions.

You can also ask unlimited follow-up questions to get detailed feedback and derive useful insights. You can send your customers the survey link via email while responding to customer queries and also share it in Messenger. 

What are the Key Features of Survicate and Freshdesk Integration?

With Survicate surveys for Freshdesk, you can capture customer insights and perform in-depth analysis to imporve your Net Promoter Score or Customer Effort Score.  Integrating Survicate with Freshdesk, it is easy to send automated emails and get quick responses. Although its integration with Freshdesk is flexible, you can analyze survey results in real time. The platform offers intuitive dashboards, and visualizations, making it easy to interpret and extract actionable insights. Here are some top features you get when integrating Survicate with Freshdesk:

• Surveys in email and Messenger
• Qualitative insights displayed in detailed reports
• Code-free survey builder and templates
• Real-time alerts and notifications
• Survey/Poll management
• Third-party integrations
• Use unlimited follow-up open-ended questions to collect deeper insights.
• Send a link to your Customers via email, messenger, or social media, or place it in your articles.

Pricing

Starts at $79/month

7. Qualtrics: Best for Enterprise-Scale Freshdesk CX Programs

Qualtrics is an enterprise experience management platform built for large-scale CX measurement, analytics, and governance across multiple teams and regions.

• Best for: Enterprises running company-wide CX or VoC programs with structured governance and reporting needs.
• Use Case: multi-region CX standardization, executive dashboards, compliance reporting, cross-functional VOC alignment.
• G2 Rating: 4.3/5 (739 reviews)

What Makes Qualtrics the Best Freshdesk Survey Integration Software?

Among the featured customer feedback tools, Qualtrics stands out as the most suitable option for enterprise-level organizations, primarily due to its comprehensive range of offerings. As a complete customer experience platform, Qualtrics goes beyond surveys and encompasses various facets of the customer journey.

It also offers integration with Freshdesk, allowing for automatic updates of Freshdesk tickets based on survey responses. This integration streamlines ticket resolution and enhances the efficiency of customer support processes.

What are the Key Features of Survicate and Freshdesk Integration?

Qualtrics is one the leading customer experience platforms, mostly suitable for enterprise-level organizations. Although it offers effortless integration with Freshdesk, the platform should provide a clear workflow and basic features to make it more usable for smaller businesses and startups. However, here are some of the top features you get from Qualtrics and Freshdesk integration.

• Seamless sends relevant data and updates tickets in Freshdesk.
• Create and update tickets using Qualtrics response data.
• Automatically trigger ticket creation in Freshdesk based on Qualtrics feedback insights.
• Automatically map responses into any custom object or field in Freshdesk
• Create new tickets based on insights identified from customer feedback
• See your experience data connected to Freshdesk customer support data
• Update existing Freshdesk tickets using Qualtrics experience data
• Add type and custom fields in your create and update operations

Pricing

You need to contact their sales team, as the pricing is unavailable on public platforms.

8. Simplesat: Best for Operational CSAT Measurement After Freshdesk Ticket Closure

Simplesat is a CSAT-focused tool that keeps customer satisfaction measurement simple, operational, and easy to maintain.

• Best for: Support teams that want straightforward CSAT tracking without complex survey logic or CX tooling.
• Use Case: monthly CSAT reporting, service recovery workflows, tagging dissatisfaction drivers, KPI reviews alongside response time metrics.
• G2 Rating: 4.8/5 (160 reviews)

What Makes Simplesat the Best Freshdesk Survey Integration Software?

Simplesat is yet another tool that you can use with your Freshdesk CRM. One of the interesting features that it provides is the ability to offer automated follow-ups. You can set up automatic survey distribution and follow-up emails based on predefined triggers. 

By integrating Freshdesk and Simplesat, you can quickly collect customer feedback and give your team full control and transparency over the customer experience. You can consolidate customer feedback with their existing customer data through native integration. The most common usage is to trigger an email after the ticket is closed to ensure context in customer support.

Additionally, you can also track unhappy customers and gauge the performance of your agents. Simplesat’s ticket-based reporting system also aligns with Freshdesk’s ticketing system. This feature allows you to analyze CSAT scores and feedback at the ticket level, enabling you to identify trends, recurring issues, and opportunities for improvement on a granular level.

What are the Key Features of Simplesat and Freshdesk Integration?

When talking about its integration with Freshdesk, you can easily embed any Simplesat surveys with the Freshdesk email template. The copy/paste process takes less than ten minutes and only needs to be done once. The platform also lets your customers rate any ticket and enables your customer reps to send quarterly survey emails directly from Freshdesk. Moreover, SimpleSat incorporates Freshdesk-specific metrics, such as CSAT (Customer Satisfaction), FRT (First Response Time), and ATT (Agent Talk Time). Here are some of the top features you get when integrating Simplesat with Freshdesk:

• Update contact fields with rating details
• Create follow-up tickets from feedback
• Add private notes to rated tickets
• Update ticket fields with rating details
• Update ticket tags with rating and perform sentiment analysis to add tags

Pricing

Starts from $109/month

What are Freshdesk Survey Best Practices?

Freshdesk surveys are most effective when they are tightly aligned with support workflows and focused on collecting actionable feedback—not just scores. Based on what works best for support teams using Freshdesk at scale, here are the key best practices to follow.

1. Trigger Surveys at the Right Ticket Stage

The most reliable Freshdesk survey results come from sending surveys immediately after ticket resolution or closure. This ensures the interaction is still fresh in the customer’s mind and improves response accuracy. Avoid sending surveys mid-conversation, as unresolved issues can skew results.

Trigger CSAT or CES surveys only when a ticket is marked Resolved or Closed.

2. Match the Survey Type to the Support Goal

Not all Freshdesk surveys serve the same purpose. Choose the metric based on what you want to measure:

• CSAT to evaluate agent performance and ticket quality
• CES to understand how easy it was for customers to get help
• NPS to measure loyalty trends influenced by support experience

Using the wrong survey type often leads to misleading insights

3. Keep Freshdesk Surveys Short and Focused

In my experience, the highest-performing Freshdesk surveys ask one primary question with an optional follow-up. Long surveys reduce response rates and rarely provide better insights for support teams.

Hence, my suggestion would be to keep one rating question + one open-ended follow-up like “What could we have done better?”

4. Always Collect Qualitative Feedback alongside Scores

A CSAT or CES score alone doesn’t explain why a customer was satisfied or dissatisfied. Pairing scores with open-text feedback helps support teams identify root causes and recurring issues.

This is especially important when using Freshdesk survey tools that sync feedback back to tickets, agents, or queues.

5. Link Survey Responses to Tickets and Agents

Freshdesk survey data becomes actionable only when it’s contextual. Make sure survey responses are linked to ticket ID, assigned agent, support group or category. This allows teams to spot patterns, coach agents effectively, and improve specific workflows.

6. Act on Negative Feedback in Real-time

Freshdesk surveys should not be treated as passive reports. The most effective teams set up alerts or workflows for low scores so supervisors can follow up quickly and recover the experience.

You can create follow-up tickets or internal alerts when CSAT or CES falls below a defined threshold.

7. Close the feedback loop with customers

Customers are more likely to respond to Freshdesk surveys when they see action taken on their feedback. Following up—especially after negative feedback—builds trust and improves long-term satisfaction.

Even a simple acknowledgement can make a measurable difference.

Wrapping Up

Finding powerful tools that integrate seamlessly into Freshdesk can make a massive difference in how quickly your teams can collect, analyze, and respond to customer feedback. 

If you’re looking for a survey tool that integrates well with Freshdesk, why not try Zonka Feedback? With Zonka Feedback and Freshdesk integration, you can capture customer feedback easily at all touchpoints. Being one of the great alternatives to some of the bigger names from this list, Zonka Feedback has all the popular survey types, and it lets you run surveys online and offline. Apart from measuring customer feedback through Freshdesk, you can also track your agent’s performance. The price plan is affordable and available publicly. 

Schedule a demo with Zonka Feedback to start creating surveys for Freshdesk.