Customer Satisfaction Score (CSAT) email template distribution in Zendesk

This article will show you how to start measuring Customer Satisfaction Score (CSAT) directly in your Zendesk email template (signature).

You can either follow the integration video manual or follow the written documentation below the video.

Integration video manual

Written documentation


In this article

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

Connecting Zendesk 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 NEW SURVEY button in the top left corner of the screen. Then, Choose your primary CSAT question rating scale. Once you choose the survey rating scale it is not possible to change it later.

2. From distribution options choose EMAIL TEMPLATE

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

4. In the next step add your Zendesk URL, (e.g. and your Zendesk credentials (Email & Token). You need to insert the account owner email of your Zendesk account. 

Note: Make sure to insert the Zendesk account owner's mail. This short video will explain who is the owner of your Zendesk account "Who is the owner of my account?".

To get your Zendesk API token:

  •  Go to your Admin and click on the Zendesk Admin Center    
  • Then, in the "Apps and integrations" section click on Zendesk API
  • If disabled, enable the "Token Access" option 
  • Click on Add API Token button and use API token description “Nicereply” to create a new token 
  • Copy the API token (a long string of mixed chars & numbers) to your clipboard and hit “save”  
  • Go back to Nicereply and Paste the Zendesk API token 

Hit Connect and continue to activate your agents in the next step.

5. Add your users from Zendesk to Nicereply. New users will get an automated email with login instructions from us.

Adding email template to Zendesk

6. You're on the good way! To collect customer feedback, you need to place CSAT (smiley faces) into your Zendesk email templates. Now, Copy the CSAT code.

 7. As a next step, we will update your Zendesk Trigger template. Go to Zendesk > Admin> Triggers and edit "Notify requester of comment update" trigger (or any other trigger your team is currently using):

8. Set the trigger conditions according to your needs. Now, you need to remove (DELETE) this part of the existing code: " Your request ({{}}) has been updated. To add additional comments, reply to this email."

And then paste the CSAT code from clipboard into trigger email body after "{{ticket.comments_formatted}}" code. 

Note: Make sure you won't delete {{ticket.comments_formatted}} too. If you delete this {{placeholder}} by mistake, your emails will be sent without any text inside. 

Your trigger template should then look like this:

Don’t forget to save your changes on trigger by clicking the Save button, and Confirm setup completion in Nicereply.

Good job! 

Your email templates will now contain CSAT code (smiley faces) and all collected ratings will be stored in Nicereply under CSAT tab.

And are pushed into your Zendesk ticket