CSAT/CES/NPS trigger distribution in Freshsales

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


In this article

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

Connecting Freshsales with Nicereply

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

2. From distribution options  choose “TRIGGER”

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

4. In the next step add your Freshsales URL, (e.g. acme.freshsales.io) and your Freshsales API key. To get your API key click on your avatar icon in the top right corner > Settings > API settings >you can see your key here

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

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

When adding new Freshsales users into your Nicereply account 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 Freshsales 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

Trigger activation in Freshsales

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

7. You can  manage the trigger behaviour in “Trigger settings”. For example you can edit the number of hours after which trigger will be sent (hours after deal resolution - won/lost). When you’re ready hit the “active trigger” button.

Ticket field settings

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

In Freshsales go to Settings > Deal Modules > click Add field. 

Field label is Nicereply, Field type is number and this field is read-only. Don't forget to Save your new field. 

Good job!

Nicereply will utilise your existing integration with Freshsales and the workflow is follows:

  • After CSAT/CES/NPS trigger activation Nicereply will start scanning the status of your deals on a regular basis
  • Nicereply will send the CSAT/CES/NPS survey to the deal contact via email, with status won/lost and without deal update for 48 hours (by default)
  • Nicereply will collect the CSAT/CES/NPS ratings and push it to Freshsales as a note, tag and the custom field value

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