CSAT/CES/NPS email template distribution in Freshservice

At this point you should be already  decided about the customer satisfaction metric you are planning to use and the distribution channel, which is “email template” in this case. Every step is the article is the same for CSAT, NPS and CES. Manual will show you steps with CSAT example.


Requirements

In this article

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


Connecting Freshservice with Nicereply

1. Choose the customer satisfaction metric in the “left menu” in your Nicereply account, CSAT, NPS or CES.  Click on “START CSAT”

2. From distribution options  choose “EMAIL TEMPLATE”

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

4. In the next step add your Freshservice URL, (e.g. acme.freshservice.com) and your Freshservice API key. To get your API key click on your avatar icon in the top right corner > go to Profile settings > you can see your key here

Hit Connect and continue to activate your agents in the next step

5. Add your users from Freshservice to Nicereply. New users will get an automated email with login instructions from us. Then  click Continue.

When adding new users into your integration later remember that each agent has her/his name, username and email. Especially focus on the Username in this part, it's very important to set it correctly. Nicereply Username must be exactly the same as Freshservice agent full name (returned by {{ticket.agent.name}} variable).

Don' worry and replace the pre-generated username by the users real name incl. the special characters like space or diacritics:

add users.png


Adding email template to Freshservice

Important! Switch off the feature collecting the feedback from your customers provided by Freshservice. In your Freshservice account go to Admin -> Customer Satisfaction Settings and disable the customer satisfaction surveys.

6.  You're on the good way! To start collecting customer feedback, you need to place CSAT (smiley faces) into your Freshservice email templates. Switch back to your Nicereply account and  copy Smiley faces code:

7.  Now go to your Freshservice account. In Freshservice navigate to Admin -> Email Notifications -> Reply Templates section. Click “Edit” Agent reply template.

8. Now switch to HTML mode in the right corner and paste CSAT code into your Agent Reply template.

Don´t forget to click Save changes in Freshservice and Confirm setup completion in your Nicereply account.


Ticket field settings

You won´t find Nicereply ticket field in your basic Freshservice account setup. Therefore we need to add Nicereply ticket field to your Freshservice account.

In Freshservice go to  Admin > Form Fields.

Make sure you are in Ticket Fields tab, then go to Drag & Drop Field and  click on Single Line text

Then add ticket label. If you are using CSAT the ticket label has to be Nicereply CSAT, if you are using CES the ticket label has to be Nicereply CES, if you are using NPS the ticket label has to be Nicereply NPS. You also need to  disable ticket two behaviour options:  Display to requester and Requester can edit. Then click done.

When you're done don't forget to  save your new ticket fields settings. 


Good job!

Your email reply templates will now contain CSAT and all collected ratings will be stored in Nicereply under CSAT tab.

And are  pushed into your Freshservice ticket:

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