Getting started with Help Scout integration

Empower your Help Scout with Nicereply. In this article you can find out everything important about Nicereply integration. Help Scout keeps your team organized with a host of features designed for managing emails on a large scale. Integration with Nicereply empowers your help desk by identifying your most unhappy customer and preventing their possible churn in real time.

  • By the end of step 3: You’ll understand the benefits of the integration
  • By the end of step 4 or 5: You’ll be up and ready to start collecting customer feedback  

In this article:

  1. Collect customer feedback
  2. Survey distribution options
  3. Benefits of the integration
  4. Email template activation
  5. Trigger activation

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

Collect customer feedback

Use Nicereply to track CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) and CES (Customer Effort Score).

1. CSAT  – How was your experience with our support?

2. CES – Did the company make it easy for me to handle my issue?

3. NPS – How likely is it that you would recommend Company Inc. to a friend or colleague?

Survey distribution options

Choose how you want to distribute CSAT/CES/NPS to your customers. Each distribution method has specific features and benefits. You can add more distributions at any time.

Email template

Insert CSAT/CES/NPS into the emails you send. Place HTML code to your signature or any custom email template.


Benefit from the power of automated email sending. Follow up with customers via CSAT/CES/NPS survey after you close a ticket.

Benefits of the integration

See the list of 7 major benefits of the integration between Help Scout  and Nicereply.

1. Push ratings & comment right to the ticket as a note

All ratings will be pushed to the relevant ticket in a form of note, as you can see at the bottom of this screenshot:


Note: you can enable/disable push of CSAT rating & comment as Note into ticket in the survey settings.

2. Save CSAT/CES/NPS rating in the custom ticket field

Beside the note, you can set up the custom field and save CSAT/CES/NPS rating value.

3. Ticket backlink

Identify feedback in context with the direct link to the rated ticket.

4. Sync customers’ name to CSAT/CES/NPS ratings

Customers often don’t share their name in a rating form. Nicereply will automatically add customer names in the rating feed based on the ticket ID, so you don't need to use the name field on the survey.

5. Setup triggers based on CSAT/CES/NPS value

As we have our CSAT/CES/NPS value stored in the custom field, we can do some automation. E.g. we can set an alert tag to ticket with low/bad rating.


6. User import

Sync all your Help Scout users with Nicereply with one click. New users will get an automated email with login instructions.

7. Customize your CSAT/CES/NPS surveys according to your branding and needs

Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.

Email template activation

Click here for the email template setup guide.

Trigger activation

Click here for the trigger setup guide.

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