CSAT/CES/NPS email template distribution in Zendesk

Zendesk + Nicereply

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 Zendesk 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 Zendesk icon

4. In the next step add your Zendesk URL, (e.g. acme.zendesk.com) and your Zendesk credentials (login & password)

In some cases Zendesk doesn’t allow you to use your login & password. Don’t worry. You can still integrate with a Zendesk API token:

a. Go to your Zendesk Settings > Channels > API     
b. If disabled, enable the "Token Access" option
c. Click on "+ (add new token)" link and use API token description “Nicereply” to create a new token
d.  Copy the API token (a long string of mixed chars & numbers) to your clipboard and hit “save”
e. Go back to Nicereply integration setup and check the "Use token access" option
f.  Paste the Zendesk API token instead of a password

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

5. Add your user from Zendesk to Nicereply. New users will get an automated email with login instructions from us.

Adding email template to Zendesk

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

7. As a next step we will update your Zendesk Trigger template. Go to Zendesk > Admin> Triggers and edit "Notify requester of comment update" trigger:

8. Paste the CSAT code from clipboard into trigger email body and add {{ticket.latest_comment_formatted}} as a placeholder before the inserted CSAT code. Your trigger template should then look like this:

Don’t forget to save your changes on trigger by clicking the Submit button.

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 Zendesk ticket:

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