Nicereply Blog

Our next successfull integration is with Kayako Fusion, the one of the leading multi-channel help desks out there. Let us briefly introduce you to this integration in just a few easy steps.

In order to have a successful integration we need to set the Username in Nicereply to be the same as his Agent number in Kayako Fusion. First, login to Kayako Fusion and navigate to Staff -> Manage staff and click on the Agent you want to setup in Nicereply. Copy the Agent number from Kayako Fusion’s URL and paste it to Nicereply’s ‘Username‘ field found in Settings -> Staff -> Edit Person. The agent number in Kayako Fusion can be found at the end of that page’s URL. It should look like this:

company.kayako.com/admin/Base/Staff/Edit/2

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

 

Next, we have to activate the Ticket Link feature (Settings -> Ticket link) to link every rating to a ticket in Kayako Fusion. We enter the ticket URL into Ticket system URL field, in this case it’s http://company.kayako.com/Tickets/Ticket/View/<TICKET_ID>.

Important! – make sure to replace “company” with your company name in Kayake Fusion or if you run a downloaded version on your domain then the name used there.

 

Now we need to get the ticket ID for your emails. Login to your Kayako Fusion and go to Templates->Templates at left bar and then to Tickets and email_ticketstaffreplyhtml.

 

Once you get there you will see the Template code. Insert the text in the red rectangle below into the template at the same place as it is shown in the picture. Important! – make sure to replace “companyname” in both URLs for your company name as written in Nicereply.

Please rate my reply here:<br />
<a href="http://nicereply.com/companyname/<{$_ticket[staffid]}>
/<{$_ticket[ticketid]}>">http://nicereply.com/companyname
/<{$_ticket[staffid]}>/<{$_ticket[ticketid]}></a>
<br /><br />

 

Now your emails will contain also the Ticket ID. The part of the email with the Ticket ID should look like this.

 

 

That’s it!

You have now successfully connected Nicereply with Kayako Fusion. 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.