Net Promoter Score (NPS) email template distribution in Zendesk

This article will show you how to start measuring Net Promoter Score (NPS) 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

Requirements

Admin access to Nicereply
Admin access to Zendesk

Connecting Zendesk 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 NEW SURVEY button in the top left corner of the screen

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. acme.zendesk.com) 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 the good way! To collect customer feedback, you need to place Net Promoter Score into your Zendesk email templates. Now, Copy the NPS 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 ({{ticket.id}}) has been updated. To add additional comments, reply to this email."

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