Customer Satisfaction Score (CSAT) email template distribution in Freshdesk

logo_spolu.png

This article will show you how to start measuring Customer Satisfaction Score (CSAT) directly in your Freshdesk email template (signature).


Requirements

In this article

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


Connecting Freshdesk with Nicereply

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

2. From distribution options choose EMAIL TEMPLATE

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

4. In the next step add your Freshdesk URL, (e.g. acme.freshdesk.com) and your Freshdesk 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

API_key.png

insert_API_key.png

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

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

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 Freshdesk 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 Freshdesk

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

customer_satisfaction_settings.png

turn_off_survey.png

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

 

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

email_notifications.png

edit_agent_reply_template.png

Note: You need to have at least 10 tickets created to be able to edit your reply template

8. Now paste CSAT preview into your Agent Reply template. 

paste_smileys.png

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


Ticket field settings

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

In Freshdesk go to Admin > Ticket Fields.

ticket_fields.png

Then go to Drag & Drop Field and click on Single Line text

single_line_text.png

Then add ticket label. If you are using CSAT the ticket label has to be Nicereply CSAT. You also need to disable ticket two behaviour options:  Display to customer and Customer can edit. Then click done.

ticket_field_options.png

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

save_ticket_field_options.png


Good job!

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

And are  pushed into your Freshdesk ticket:

pushed_rating.png

Still need help? Contact Us Contact Us