Nicereply Blog

Apart from the growing number of Help desk systems that work nicely with Nicereply, you can connect it to virtually any system (even your custom-coded). Here’s a simple general guide for this kind of inegration. The benefit of having Nicereply connected to a support system is that you’ll be able to see the exact email your customer has rated.

To make things work, the Help desk system of your choice has to meet some basic requirements:

• It uses a unique ID in ticket URL, for example http://you.zendesk.com/id/48657
• It has unique identifiers for agents, e.g. john-garfield or 348592
• It has the possibility to insert variables to outgoing emails – usually these are called notification templates, signature templates, etc.

Setting up Nicereply

First we have to edit user IDs of our agents to match those at your help desk system. Insert this id to field ‘Username’ at Nicereply profile in Settings -> Edit Person. Repeat this for every agent.

Next, you’ll have to activate the Ticket link, so that we know where to point the link to your every ticket. You do this on the Settings « Ticket link screen.

If the URL for a respective ticket in your Help desk system is for example

http://helpdesk.you/id/4325

then your input field for the ticket system url will look like this:

http://helpdesk.you/id/‹TICKET_ID›

 

Setting up your help desk system

Inside your help desk system, you’ll have to set up the variables in email signatures. The place where you actually edit your signatures varies from system to system so it’s more or less up to you where and what you edit. Best advice is to follow ‘templates’ or ‘notifications’ to find some email reply template where you can insert your user agent and ticket id variables.

If your company is named for example Fat Cat and your rating screen is on nicereply.com/fatcat/agent, and the variables available are for example {{user.name}} and {{ticket.id}}, insert line like this to the reply template:

Please, rate my message here:

http://nicereply.com/fatcat/{{user.name}}/{{ticket.id}}

 

What happens now?

Whenever someone gives you rating for your reply from the help desk system, they are directed to e.g. nicereply.com/fatcat/john-garfield/4456. Since your user ID in nicereply matches the one in your ticketing system and we store the ticket ID as well, you can now click an icon by every rating and it will take you directly to the ticket in your system. And that’s it!

We also encourage anyone who integrates Nicereply with any ticketing system not listed on our Extras page to drop us a line at our email, so that we can share it with everyone. Thank you!