Nicereply Blog

We’ve found yet another one helpdesk system that integrates perfectly with Nicereply. Live agent it’s helpdesk system and livechat in one. Here’s an example on how to make these two work well together.

Now you can import your users with just one click. We have left here also the old version of importing users for those of who still want to do it manually.

One click import

Go to Settings and then select Import users.

All you need is you API key and your company’s URL on Live Agent (example: company.ladesk.com).  You can see how to get your API key here.

Set up Nicereply manually

Lets say we already have a Live Agent account at http://example.ladesk.com

We’ve already signed up for Nicereply and created account at http://www.nicereply.com/qualityunit

To make both applications to communicate together, we have to set Agent IDs to be the same in both applications. Login to Live Agent and navigate to Configuration -> Agents and edit the Agent you want to setup in Nicereply. Copy the Agent ID from LiveAgent URL and paste it to Nicereply ‘Username‘ field found at Settings -> Edit Person. The user ID in LiveAgent can be found at the end of that page’s URL. It is something like this:

index.php#Agent;{“id”:”ef55df75″}

Do this for all users you want to setup.

 

The next step is to activate the Ticket Link feature (Settings -> Ticket link) to link every rating to a ticket at LiveAgent. We put the ticket URL into “Ticket system URL” field, e.g. http://example.ladesk.com/chat/?cid=<TICKET_ID>

 

Setting up your LiveAgent

To let your customers to rate your agent’s replies, we are now going to add the rating link to your email templates. In LiveAgent navigate to Configuration -> Email templates and modify templates named ‘Agent Replied’ and ‘Compose Message’. Live Agent enables you to use various variables in templates, which means it’s quite easy for us to construct a rating link.

To rate my reply, visit this link please:

http://www.nicereply.com/qualityunit/{$agentId}/{$conversationId}

 

 

NOTE: You can do the same with username set to firstname-lastname style, but in that case, you have to use this type of link:

http://www.nicereply.com/qualityunit/{$agentFirstName}-{$agentLastName}/{$conversationId}

And that’s it!

We have now successfully connected Nicereply with LiveAgent. Your customers will now be able to rate your LiveAgent emails and you’ll have the ability to easily evaluate performance of your helpdesk team and see what ticket every rating relates to.