Net Promoter Score (NPS) trigger distribution in Zendesk

This article will show you how to start measuring Net Promoter Score (NPS) via triggers - automated emails after a ticket is resolved - in your Zendesk account.

Written documentation

Requirements

In this article

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

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 TRIGGER

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

4. Add your Zendesk hostname (e.g., ACMEcompany.zendesk.com). Hit "Connect and continue".

  1. Connect Nicereply with your Zendesk account using your Zendesk credentials.

Note: Ensure that you have admin access to the Zendesk account.

6. Import your agents in the next step. Add your users from Zendesk to Nicereply. New users will get an automated email with login instructions from us.

Trigger activation in Zendesk

6. You’re on the right track! The NPS trigger is waiting for activation.

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

When you're done editing your trigger settings, click SAVE SETTINGS, hit the "activation" button, and activate your trigger to start distributing your surveys. 

Troubleshooting

By default, Zendesk will close your tickets after 96 hours through an automation rule. You should know that closed tickets can't be updated with Nicereply NPS. Please make sure that the period for ticket closing is at least 48 hours longer than the period after which Nicereply will send the NPS survey.

Don't worry, you will always find all your NPS ratings in Nicereply – no ratings will be lost.

Good job!

Nicereply will utilise your existing integration with Zendesk, and the workflow is as follows:

  1. After NPS trigger activation, Nicereply will start scanning the status of your tickets regularly

  2. Nicereply will send the NPS survey to the ticket requester for all tickets created via the Email channel, with status Resolved and without ticket update for 48 hours (by default)

  3. Nicereply will collect the NPS ratings and push it to Zendesk as a note and the custom field value