Customer Effort Score (CES) email template distribution in Deskpro

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This article will show you how to start measuring Customer Effort Score (CES) directly in your Deskpro email template (signature).

Requirements

In this article

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


Connecting Deskpro with Nicereply

1. Choose the CES metric in the “left menu” in your Nicereply account. Click on START CES. If you do not see the START CES button click on CES - Surveys - ADD SURVEY

2. From distribution options choose EMAIL TEMPLATE

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

4. In the next step add your Deskpro URL, (e.g. acme.deskpro.com) and your Deskpro API key. To get your API key go to Settings > Apps > API keys and create new Normal API key

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

5.   Add your user from Deskpro to Nicereply by clicking Continue. New users will get an automated email with login instructions from us.


Adding email template to Deskpro

6. You're on the good way! To collect customer feedback, you need to place CES into your Deskpro email templates. Now copy code for Customer Effort Score.

7. Go to  Deskpro account > Settings > Emails > Email Templates > Click Layout > FooterDelete the default code. Then paste code for CES and then click Save.

Don´t forget to go to your Nicereply account and click CONFIRM SETUP COMPLETION.


Ticket field settings

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

To do this go to  Settings > Tickets > Fields > Add > Choose single-line textbox and click Configure Field. The title has to be Nicereply CES. Click the option only show this field to agents, then click save.


Good job!

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

And are  pushed into your Deskpro tickets

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