Customer Satisfaction Score (CSAT) trigger distribution in Help Scout

This article will show you how to start measuring Customer Satisfaction Score (CSAT) via triggers - automated emails after a ticket is resolved - in your Help Scout account.

You can either follow the integration video manual or follow the written documentation below the video.

Integration video manual

Written documentation

Requirements

In this article

NOTE: every step is the article is the same for CSAT, NPS and CES

Connecting Help Scout with Nicereply

1. Choose the CSAT metric in the “left menu” in your Nicereply account. Click on START CSAT. If you do not see the START CSAT button click on NEW SURVEY button in the top left corner of the screen. Then, Choose your primary CSAT question rating scale. Once you choose the survey rating scale it is not possible to change it later.

2. From distribution options choose TRIGGER

3. You’re on the app directory page now, click on Help Scout icon

4. In the next step you'll need to Authorize Nicereply to access your account. Simply click Authorize.

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5.  Then, Add your users from Help Scout to Nicereply by clicking Continue. New users will get an automated email with login instructions from us. 

Trigger activation in Help Scout

You’re on the good way! The CSAT trigger is waiting for activation.

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6. You can manage the trigger behaviour in “Trigger settings”. When you’re ready hit the “activation” button.

When you're done editing your trigger settings click SAVE SETTINGS, hit the "activation" button, and activate your trigger to start distributing your surveys. 

7. Now go to your Help Scout account -> Manage -> Apps and search for Nicereply. Then click the Install App button.

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Nicereply will automatically create a custom rating tag every time you receive a rating. If you'd like to have your ratings stored in a custom field as well, follow the instructions below. 

8. The last thing you need to do is set up custom ticket field. To do this go your Help Scout account -> Manage -> Mailbox. Choose the Mailbox you want to set up the custom ticket field for and click on Custom fields on the left side of the screen.  Then click New Custom field. Depending on which CSAT rating scale you're using, the name of the custom field will be:

  • Nicereply 3-point CSAT
  • Nicereply 2-point CSAT
  • Nicereply 10-point CSAT 

The type must be number.  

Then click Save Field.

Good job!

Nicereply will utilize your existing integration with HelpScout and the workflow is:

1.  After CSAT trigger activation Nicereply will start scanning the status of your tickets on a regular basis

2. Nicereply will send the CSAT survey to the ticket requestor for all tickets created via Email channel, with status Resolved and without ticket update for 48 hours (by default)

3. Nicereply will collect the CSAT ratings and push it to Help Scout as a note and the custom field value.

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