Setup integration with Mojo Helpdesk

There’s no question about the benefits of integrating your Helpdesk system with Nicereply, and that’s why we’re continuing our series of successful integrations, this time with a great tool called  Mojo Helpdesk. Let’s dive into the integration example.

Let’s say we run a company that cares about their customers, uses Mojo Helpdesk and wants to use Nicereply to get customer feedback on its agents’ emails.

  • Our company is called Fat Cat, ltd.
  • We have two user agents, John Garfield and Betty Kitty.
  • We already have a Mojo Helpdesk account at http://fatcat.mojohelpdesk.com
  • We’ve already signed up for Nicereply and created accounts for both our agents.

Setting up Nicereply

First we have to edit the user IDs of our agents to match those of Mojo Helpdesk. The user ID can be easily found by visiting the settings of your particular agent ( Staff > click “edit” by the user ). The ID is the last part of that page’s URL. Enter this number to field ‘Username’ at Nicereply profile in Settings -> Edit Person. We repeat this with Betty Kitty.

Next, we have to activate the Ticket Link feature (CSAT > Rating pages > Ticket link) to link every rating to a ticket at Mojo Helpdesk. We put the ticket URL into the “Ticket system URL” field. In this case it’s  http://fatcat.mojohelpdesk.com/tech/show/<TICKET_ID>

Setting up Mojo Helpdesk

Now for the Mojo Helpdesk part. We’ll set up our rating link by editing the  Email Template ( manage > Configure emails ). The email templates are set up at the bottom of the page. Let’s say that we want the customer to be able to rate our message every time we reply. Let’s choose the default “Message added” template.

Mojo Helpdesk enables us to use various variables in the template, which means it’s quite easy for us to construct a rating link. The only thing we have to do is add this to the email notification template body:

Please, rate my message here: http://nicereply.com/fat-cat/{{user.id}}/{{ticket.id}}

And that’s it!

We have now successfully connected Nicereply with Mojo Helpdesk. Your customers will now be able to rate your help desk emails and you’ll have the ability to easily evaluate the performance of your help desk team AND see what ticket every rating relates to.