Customer Effort Score (CES) trigger distribution in Freshdesk
This article will show you how to start measuring Customer Effort Score (CES) via triggers - automated emails after a ticket is resolved - in your Freshdesk account.
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 TRIGGER
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:
Trigger activation in Freshdesk
6. You’re on the good way! The CES trigger is waiting for for activation.
7. You can manage the trigger behaviour in “Trigger settings”. When you’re ready hit the “activation” button.
When you're done editing your trigger settings click SAVE SETTINGS, hit the "activation" button, and activate your trigger to start distributing your surveys.
Good job!
Nicereply will utilise your existing integration with Freshdesk and the workflow is follows:
1. After CES trigger activation Nicereply will start scanning the status of your tickets on a regular basis
2. Nicereply will send the CES survey to the ticket requestor for all tickets created via Email channel, with status Resolved and without ticket update for 48 hours (by default)
3. Nicereply will collect the CES ratings and push it to Freshdesk as a note and the custom field value
