Introduction to Freshservice integration


Empower your Freshservice with Nicereply. In this article you can find out everything important about Nicereply integration.

  1. How the integration works
  2. Features of the integration
  3. Email template set up manuals
  4. Trigger set up manuals

How the integration works

The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics: 

After you decide what metric you want to measure you need to decide which distribution option to use. You can either measure customer satisfaction directly in your Freshservice signature (email template), or via trigger. Then connect your Freshservice account with Nicereply. 

If you choose trigger distribution you set it up and Nicereply will start scanning the status of your tickets on a regular basis. Trigger is an action that is caused by an event in Freshservice - in this case it is the resolution of a ticket. After a ticket is resolved a survey is triggered by this event. 

Nicereply will send an e-mail survey to every customer your company had a conversation with after the ticket is resolved. You can edit the trigger behaviour - for example edit the number of hours since the resolution of the ticket after which the survey is sent. 

If you choose email template you copy Nicereply survey code and insert it into your Freshservice email template. In this case a customer will be able to rate your agents after each interaction, because the survey will be placed in their signature.


Features of the integration

See the list of 7 major features of the integration between Freshservice and Nicereply.

1. Push ratings & comment right to the ticket as a note

All ratings will be pushed to the relevant ticket in a form of note.

2. Save CSAT/CES/NPS rating in the custom ticket field

Beside the note, you can set up the Nicereply custom field and save CSAT/CES/NPS rating value.

Note: you can enable/disable push of CSAT rating value into ticket custom field in the survey settings.

3. Ticket backlink

Identify feedback in context with the direct link to the rated ticket.

4. Sync customers’ name to CSAT/CES/NPS ratings

Customers often don’t share their name in a rating form. Nicereply will automatically add customer names in the rating feed based on the ticket ID, so you don't need to use the name field on the survey.

5. Setup triggers based on CSAT/CES/NPS value

As we have our CSAT/CES/NPS value stored in the custom field, we can do some automation. E.g. we can set an alert tag to ticket with low/bad rating. You can do this by going into your Freshservice account > Admin > Scenario Automations and creating new rule. 

6. User import

Sync all your Freshservice users with Nicereply with one click. New users will get an automated email with login instructions.

7. Customize your CSAT/CES/NPS surveys according to your branding and needs

Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.


Email template set up manuals

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback directly in your email template:

CSAT: Click here for the Customer Satisfaction Score email template setup guide

CES: Click here for the Customer Effort Score email template setup guide

NPS: Click here for the Net Promoter Score email template setup guide


Trigger set up manuals

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback via Nicereply trigger:

CSAT: Click here for the Customer Satisfaction Score trigger setup guide

CES: Click here for the Customer Effort Score trigger setup guide

NPS: Click here for the Net Promoter Score trigger setup guide

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