With the new Satisfaction Survey in Freshdesk, you would be able to customize your surveys with more than 3 point scales. This new satisfaction survey is available from the Pro (previously Estate) Plan onwards. 

So, if you are using an account in the Pro or Enterprise plan (previously  Estate or Forest plan), please do drop in an email to support@freshdesk.com and we would have this enabled.

Please navigate to Admin -> Workflows -> Customer satisfaction -> click on edit to customize this once it is enabled.