Nicereply widget for Zendesk - Installation manual

*If you can't install the widget for Zendesk, please note that we are overhauling the widget. We apologize for any inconvenience.* 

Besides Nicereply integration with Zendesk support and Zendesk chat, you can now see your data directly in your Zendesk account. After installing the Nicereply widget, you will see ticket ratings, the total number of ratings, and the CSAT, CES, and NPS scores directly in Zendesk. The ratings will be also sorted by a specific agent, customer, and ticket, and you can see scores for the whole company.  

Note: In order to use the Nicereply widget you need to have an existing integration with Zendesk Support.

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

Integration video manual

Written documentation

To install the widget follow these simple steps:

  1. Go to your Zendesk account > settings > marketplace > in the top right corner search for Nicereply 
  2. Then click install
  3. In the next step select your account and click install
  4. You will be re-directed into your Zendesk account settings, where you need to insert your Nicereply private API key.
  5. To get your private API key go to your Nicereply account > Settings > API (legacy) > and copy the private key
  6. Switch back to the Zendesk account and paste the private API key, then click install

Good job!

Nicereply will utilize your existing integration with Zendesk support and from now on you will be able to see your data from Nicereply directly in your Zendesk account in real-time. 

1. AGENT'S CSAT

After clicking on the agent's profile in the right-hand corner, the agent will see the individual scores. 

Note: Only agents with access to Nicereply can see their results in the widget.  

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2. REQUESTER'S SCORES

After opening the customer tab in Zendesk the widget shows up the CSAT, CES, and NPS scores for the selected period. 

3. TICKET RATINGS

You will access all ratings related to the ticket by opening the particular ticket. Besides, you can check other ratings submitted by the same requester.