CSAT/CES/NPS email template distribution in Freshdesk


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 Freshdesk 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 Freshdesk icon

4. In the next step add your Freshdesk URL, (e.g. acme.freshdesk.com) and your Freshdesk API key. To get your API key click on your avatar icon in the top right corner > go to Profile settings > you can see your key here



Hit Connect and continue to activate your agents in the next step

5.  Add your users from Freshdesk to Nicereply. New users will get an automated email with login instructions from us. Then click Continue.

When adding new users into your integration later remember that each agent has her/his name, username and email. Especially focus on the Username in this part, it's very important to set it correctly. Nicereply Username must be exactly the same as Freshdesk agent full name (returned by {{ticket.agent.name}} variable).

Don' worry and replace the pre-generated username by the users real name incl. the special characters like space or diacritics:

add users.png


Adding email template to Freshdesk

Important! Switch off the feature collecting the feedback from your customers provided by Freshdesk. In your Freshdesk account go to Admin -> Customer Satisfaction Settings and disable the customer satisfaction surveys.



6.  You're on the good way! To start collecting customer feedback, you need to place CSAT (smiley faces) into your Freshdesk email templates. Switch back to your Nicereply account and copy Smiley faces preview:

7.  Now go to your Freshdesk account. In Freshdesk navigate to Admin -> Email Notifications -> Templates. Click “Edit” Agent reply template. 



Note: You need to have at least 10 tickets created to be able to edit your reply template

8. Now paste Smiley faces into your Agent Reply template. 


Don´t forget to click Save and Finish setup in your Nicereply account.

Ticket field settings

You won´t find Nicereply ticket field in your basic Freshdesk account setup. Therefore we need to add Nicereply ticket field to your Freshdesk account.

In Freshdesk go to Admin > Ticket Fields.


Then go to Drag & Drop Field and click on Single Line text


Then add ticket label. If you are using CSAT the ticket label has to be Nicereply CSAT, if you are using CES the ticket label has to be Nicereply CES, if you are using NPS the ticket label has to be Nicereply NPS. You also need to disable ticket two behaviour options:  Display to customer and Customer can edit. Then click done.


When you're done don't forget to save your new ticket fields settings. 


Good job!

Your email reply templates will now contain CSAT (smiley faces) and all collected ratings will be stored in Nicereply under CSAT tab.

And are pushed into your Freshdesk ticket:


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