Customer Effort Score (CES) email template distribution in Freshdesk
This article will show you how to start measuring Customer Effort Score (CES) directly in your Freshdesk email template (signature).
You can either follow the integration video manual or follow the written documentation below the video.
Integration video manual
Written documentation
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 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 NEW SURVEY button in the top left corner of the screen
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
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:
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.
6. You're on the good way! To start collecting customer feedback, you need to place CES into your Freshdesk email templates. Switch back to your Nicereply account and copy Customer Effort Score preview:
7. Now go to your Freshdesk account. In Freshdesk navigate to Admin -> Workflows ->Email Notifications. Then click on the Templates tab. Click “Edit” Agent reply template.
Note: You need to have at least 10 tickets created to be able to edit your reply template
8. Now paste CES preview into your Agent Reply template.
Don´t forget to click Save and Confirm setup completion in your Nicereply account.
Good job!
Your email reply templates will now contain CES and all collected ratings will be stored in Nicereply under CES tab.
And are pushed into your Freshdesk ticket:
