Customer Effort Score (CES) email template distribution in Zendesk

This article will show you how to start measuring Customer Effort Score (CES) 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 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 IN-SIGNATURE SURVEY

3. You’re on the app directory page now, click on the 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 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 a good way! To collect customer feedback, you need to place Customer Effort Score into your Zendesk email templates. Now, Copy the CES code.

 7. As a next step, we will update your Zendesk Trigger template. Go to Zendesk > Admin> Triggers and edit the "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.

And then paste the CES code from the clipboard into the trigger email body after the "{{ticket.comments_formatted}}" code. Your trigger template should then look like this:

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

Good job! 

Your email templates will now contain CES code and all collected ratings will be stored in Nicereply under the CES tab.

And are pushed into your Zendesk ticket