Net Promoter Score (NPS) email template distribution in Freshservice

This article will show you how to start measuring Net Promoter Score (NPS) directly in your Freshservice email template (signature).


In this article

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

Connecting Freshservice 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 NPSn- Surveys - ADD SURVEY

2. From distribution options choose EMAIL TEMPLATE

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

4. In the next step add your Freshservice URL, (e.g. and your Freshservice 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 Freshservice 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 Freshservice agent full name (returned by {{}} 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 Freshservice

Important! Switch off the feature collecting the feedback from your customers provided by Freshservice. In your Freshservice 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 Net Promoter Score into your Freshservice email templates. Switch back to your Nicereply account and copy NPS code:

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

8. Now switch to HTML mode in the right corner and paste NPS code into your Agent Reply template.

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

Ticket field settings

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

In Freshservice go to  Admin > Form Fields.

Make sure you are in Ticket Fields tab, then go to Drag & Drop Field and  click on Single Line text

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 requester and Requester 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 Freshservice ticket:

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