Net Promoter Score (NPS) email template distribution in Freshdesk

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This article will show you how to start measuring Net Promoter Score (NPS) 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 NPS metric in the “left menu” in your Nicereply account. Click on START NPS. If you do not see the START NPS button click on NPS - 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

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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:

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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.

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6.  You're on the good way! To start collecting customer feedback, you need to place NPS into your Freshdesk email templates. Switch back to your Nicereply account and copy Net Promoter Score preview:

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

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

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

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.

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

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

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


Good job!

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

And are pushed into your Freshdesk ticket:

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