Setup integration with OTRS

Let’s see how it works with the free open-source help desk system  OTRS.

Since the best way to wrap your head around it is by providing an example, let’s say we run a hypothetical company that cares about their customers, uses OTRS.org and wants to use Nicereply to get customer feedback on its agents.

  • Our company is called Fat Cat, ltd.
  • We have two user agents, John Garfield and Betty Kitty.
  • We have already installed OTRS (https://yourdomain.com/otrs)
  • We’ve already signed up for Nicereply and created accounts for both our agents.

Setting up Nicereply

First we have to edit the user IDs of our agents to match those of our  OTRS. We do this by copying the Last name of agent from OTRS (admin -> username) to field ‘Username’ at Nicereply profile in Staff -> Edit Person. We repeat this with Betty Kitty.

Next, we have to activate the Ticket Link feature (CSAT > Rating pages > Ticket link) to link every rating to a ticket on the  OTRS. We put our OTRS ticket URL into “Ticket system URL” field, in this case https://yourdomain.com/otrs/index.pl?Action=AgentTicketZoom&TicketID= >.

Setting up OTRS

Now comes the  OTRS part. There are many ways to get the rating link to appear in your support emails. We’ll do it by editing the Responses (admin->responses) or signatures of each agent. (admin->signatures)

Lucky for us,  OTRS provides a nice way to add variables to responses or signatures. This means it’s quite easy for us to construct a proper, working rating link. The only thing we have to do is add this text to the body of responses or signatures.

Please, rate my reply here:
http://nicereply.com/fat-cat/ / >/<OTRS_TICKET_TicketID>

And that’s it!

We have now successfully connected Nicereply and  OTRS. Your customers will now be able to rate your help desk emails and you’ll have the ability to easily evaluate the performance of your help desk team AND see which ticket each rating relates to.

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