Nicereply Blog

Our brand new integration is with Freshdesk – an online help desk software that integrates traditional support channels such as Email, phone, chat and the web with new social channels such as Twitter and Facebook. Here’s an example on how to make these two work well together.

The first thing to do is to switch off the feature collecting the feedback from your customers provided by Freshdesk. Go to Admin and Customer Satisfaction Settings and disable the customer satisfaction surveys.

 

Now we need to set the Username in Nicereply. The Username should be the same as the Agent number in Freshdesk. First, login to Freshdesk and navigate to Admin -> Agents and click on the Agent you want to setup in Nicereply. Copy the Agent number from Freshdesk’s URL and paste it to Nicereply’s ‘Username‘ field found in Settings -> Staff -> Edit Person. The digits at the end of the page’s URL constitute the Agent number in Freshdesk. It should look like this:

http://yourcompany.freshdesk.com/agents/2218

Repeat this process for all the users you want to setup.

 

Next, activate the Ticket Link feature (Settings -> Ticket link) to link each rating to a ticket in Freshdesk. Enter the ticket URL into Ticket system URL field, in this case it’s:

http://yourcompany.freshdesk.com/helpdesk/tickets/<TICKET_ID>

Important! – make sure to replace “yourcompany” with your company name in Freshdesk.

 

 

To let your customers rate your agent’s replies, add the rating link to your email templates. There is an automatic e-mail response in Freshdesk where your customers are asked about their satisfaction. And that’s the best place for the rating link. Navigate to Admin -> Email Notifications and customize the notification when the Agent solves the ticket. Paste this caption and rating link into the notification (you can customize the caption as well):

Please rate your agent here:

http://www.nicereply.com/yourcompany/{{current_user.id}}/{{ticket.id}}

Important! – make sure to replace “companyname” in both URLs for your company name as written in Nicereply.

That’s it!

You have now successfully connected Nicereply with Freshdesk. Your customers will now be able to rate your helpdesk emails and you’ll have the ability to easily evaluate performance of your helpdesk team AND see what ticket every rating relates to. Don’t forget to try out the integration thoroughly, and if there’s any problem, please let us know.