CSAT/CES/NPS trigger distribution in Freshdesk


At this point you should be already decided about the customer satisfaction metric you're planning to use and the distribution channel, which is “trigger” 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/ START CES/START NPS”.

2. From distribution options choose “TRIGGER”

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

Trigger activation in Freshdesk

6. You’re on the good way! The CSAT/CES/NPS trigger is waiting for activation.

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

Ticket field settings

You won´t find Nicereply ticket field in your basic 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 textsingle_line_text.png

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 dont´t forget to save your new ticket fields settings. 


Good job!

Nicereply will utilise your existing integration with Freshdesk and the workflow is follows:

  1. After CSAT/CES/NPS trigger activation Nicereply will start scanning the status of your tickets on a regular basis
  2. Nicereply will send the CSAT/CES/NPS survey to the ticket requestor for all tickets created via Email channel, with status Resolved and without ticket update for 48 hours (by default)



  3. Nicereply will collect the CSAT/CES/NPS ratings and push it to Freshdesk as a note and the custom field value


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