Setup integration with Zendesk

Zendesk helps companies to build customer relationships that are more meaningful, personal, and productive. With Nicereply integration for Zendesk you will be able to build an effortless customer experience and track the happiness of your customers.

Measure customer satisfaction using Zendesk + Nicereply

  1. Customer Satisfaction Score (CSAT) – How was your experience with our support?
  2. Customer Effort Score (CES) – Did the company make it easy for me to handle my issue?

Requirements

  • Admin access to a Nicereply Account
  • Admin access to a Zendesk Account

Connect your Zendesk with Nicereply

  1. In Nicereply, click on the Integrations -> Add new Integration and choose Zendesk from the list of systems.
  2. In the next step add your Zendesk URL, (e.g. gorgeous.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:
    1. Go to your Zendesk Settings > Channels > API
    2. If disabled, enable the "Token Access" option
    3. Click on "Add new token" link and use the label “Nicereply” to create a new token
    4. Copy the API token (a long string of mixed chars & numbers) to your clipboard
    5. Go back to Nicereply integration setup and check the "Use token access" option
    6. Paste the Zendesk API token instead of a password
  3. Hit Connect and continue to activate your agents in the next step
  4. Activate your Zendesk agents in Nicereply
  5. Finish the setup

CSAT Activation

To collect CSAT customer feedback, we need to place Nicereply rating links (smiley faces) into your Zendesk email templates. 

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In Nicereply go to CSAT > Rating Page Settings, click on the Rating link button. Switch to code tab and copy code into your clipboard.

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

Paste the Nicereply code from clipboard into trigger Email body and add {{ticket.latest_comment_formatted}} as a placeholder before the inserted Nicereply 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 Nicereply rating links (smiley faces) and all collected ratings will be stored in Nicereply and pushed into your Zendesk ticket:

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CSAT Integration options

You can change integration options in Integrations > (Zendesk integration) Edit settings.

Within integration there are options to:

  1. enable/disable push of CSAT rating value into Ticket custom field
  2. enable/disable push of CSAT rating & comment as Note into Ticket

CES Activation

Before you are fully able to use CES with your Zendesk you need to Setup Nicereply & Zendesk integration (see above). If you have already done the integration, you can simply activate the CES by clicking the button " Activate CES":

After CES activation Nicereply will:

  1. Start scanning the status of your Zendesk tickets on a regular basis
  2. Send the CES email survey to the ticket requestor for all tickets:
    1. created via Email channel,
    2. with status Resolved and
    3. without ticket update for 48 hours (by default),
  3. Collect the CES rating and push the value & comment into Zendesk ticket

CES Integration options

You can change integration options in Settings > Integrations > (Zendesk integration) Edit settings.

Within integration there are options to:

  1. enable/disable push of CES rating value into Ticket custom field
  2. enable/disable push of CES rating & comment as Note into Ticket
  3. change the period after which Nicereply will send the CES survey
  4. activate/disable the sending of CES

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