Thank high-rating customers automatically
Support teams configure a CSAT threshold once and Plum sends a personalized thank-you gift to every qualifying customer at ticket closure - no manual work.
FreshdeskReward customers when CSAT scores
Reward customers when CSAT scores
close high in Freshdesk
Connect Plum with Freshdesk to send automatic thank-you gifts to high-CSAT customers and reward agents for resolution milestones.
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What you can do
Four things you can do once Freshdesk is connected
Freshdesk captures your CSAT data and ticket outcomes. Plum turns that data into automatic gift rewards for customers and agents.
Customer reward gifts triggered by high CSAT scores
- CSAT ratings above your threshold trigger a Plum gift
- Set a CSAT threshold in the integration settings. When a Freshdesk ticket closes with a rating at or above that threshold, Plum automatically sends a thank-you gift to the customer.
- Gift delivery without any manual step
- The trigger fires at ticket closure - no agent action, no supervisor approval. The customer receives their gift link before the next ticket opens.
Agents rewarded for resolution milestones and SLA performance
- Support KPIs drive automatic agent reward programs
- First contact resolution rates, SLA achievement percentages, and top CSAT agent scores trigger Plum agent reward programs automatically from Freshdesk data.
- Agent recognition tied to measurable performance
- Because rewards are triggered by Freshdesk metrics, agents are recognized for outcomes - not just effort - making the recognition feel earned.
Close the loop on great support with a gift
- Customers who give 5-star feedback receive a thank-you gift
- A personalized thank-you gift is sent automatically when a customer leaves a top CSAT rating, turning a positive experience into a memorable one.
- No manual send, no missed follow-up
- Every qualifying CSAT response triggers a gift - no one falls through the cracks because a supervisor forgot to send a reward.
Track reward impact on CSAT and ticket volume
- Plum reward data overlaid against Freshdesk CSAT trends
- See whether gift programs correlate with rising CSAT scores, repeat contacts, or reduced ticket volume by overlaying Plum reward activity with Freshdesk metrics.
- Identify which reward programs move the needle
- Compare CSAT performance before and after launching a reward program to understand which incentive types drive the strongest customer satisfaction outcomes.
Use cases
Who runs it, and what for
Three ways support teams use Freshdesk data to drive rewards with Plum.
Turn positive CSAT into loyalty moments
CX leaders use automatic gift rewards to close the loop on great support experiences, turning a 5-star rating into a reason for customers to return.
Reward agents for hitting SLA and FCR targets
Support operations teams configure agent performance milestones in Freshdesk that trigger automatic Plum rewards, keeping agents motivated by measurable outcomes.
How it works
From Freshdesk CSAT to delivered gift
Step 1
Connect Freshdesk with Plum
From the Plum admin panel, connect your Freshdesk account using your Freshdesk API key to authorize the integration.
Step 2
Set CSAT threshold and reward amount
Configure the CSAT score that triggers a customer reward, set the gift value, and optionally configure separate agent performance reward triggers.
Step 3
High-CSAT ticket closure triggers a Plum gift
When a Freshdesk ticket closes with a CSAT rating at or above your threshold, Plum generates and sends a gift link automatically.
Step 4
Customer receives gift link via email
The customer receives an email with their gift link. They choose from the Plum catalog - gift cards, experiences, charity - and claim their reward.
Setup
Native Freshdesk integration. Connect and configure
An admin connects Freshdesk to Plum via the Freshdesk Marketplace, sets CSAT thresholds and reward amounts, and gifts start flowing automatically.
Native Freshdesk integration, configured via the Freshdesk Marketplace.
Freshdesk API key plus Plum admin credentials to link the two platforms.
Freshdesk sends CSAT and ticket event triggers to Plum to initiate customer or agent reward delivery.
Available with Plum.
Common Questions
Frequently asked questions
Common questions from customer support and CX teams evaluating the Freshdesk integration.
Still have a question? Talk to usYou set the threshold during setup. For example, you might trigger a reward for CSAT ratings of 4 or 5 out of 5. The threshold is fully configurable.
Yes. You can configure different gift amounts for different ticket types, agent tiers, or priority levels so the reward reflects the nature of the interaction.
Yes. You can configure customer CSAT rewards and separate agent performance rewards independently, so both sides of the support interaction can be recognized.
Yes. Plum supports reward delivery in 100+ countries. Customers and agents receive localized gift options wherever they are based.
The integration uses the Freshdesk API and Marketplace. Check your Freshdesk plan for API access and third-party app installation support.
See it in your own Freshdesk setup
A 30-minute call. We'll walk through the CSAT trigger setup and the reward flows you can turn on for customers and agents.
Book a demo