CSAT/CES/NPS email template distribution in Kayako

At this point you should be already decided about the customer satisfaction metric you are planning to use and the distribution channel, which is “email template” in this case. Every step is the article is the same for CSAT, NPS and CES. Manual will show you steps with CSAT example.


In this article

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

Connecting Kayako with Nicereply

1. Choose the customer satisfaction metric in the “left menu” in your Nicereply account, CSAT, NPS or CES. Click on “START CSAT”.

2. From distribution options choose “EMAIL TEMPLATE”.

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

4. In the next step add your Kayako URL, (e.g. acme.kayako.com), your Login and Password, then click “CONNECT AND CONTINUE”.

5.  Add your user from Kayako to Nicereply. New users will get an automated email with login instructions from us. Then click “CONTINUE”.

Adding email template to Kayako

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

6. Go to your Kayako account > Administration > Customizations  > Email Templates

7. Now, place your cursor after {{ contents|raw }} </div> code and paste the CSAT code

8.  When you're done then click Save 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 Kayako ticket and customer profile.

Still need help? Contact Us Contact Us