Customer Satisfaction Score (CSAT) trigger distribution in Freshservice

This article will show you how to start measuring Customer Satisfaction Score (CSAT) via triggers - automated emails after a ticket is resolved - in your Freshservice account.


Requirements

In this article

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


Connecting Freshservice 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 TRIGGER

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

 4. In the next step add your Freshservice URL, (e.g. acme.freshservice.com) 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 {{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


Trigger activation in Freshservice

6. You’re on the good way! The CSAT trigger is waiting for for activation.

7. You can manage the trigger behaviour in “Trigger settings”. When you’re ready  hit the “activate trigger” button.


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 CSAT the ticket label has to be Nicereply CSAT. 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!

Nicereply will utilise your existing integration with Freshservice and the workflow is follows:

1. After CSAT trigger activation Nicereply will start scanning the status of your tickets on a regular basis

2.  Nicereply will send the CSAT 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 CSAT ratings and push it to Freshservice as a note and the custom field value

Still need help? Contact Us Contact Us