Nicereply Blog

There’s no question about the benefits of integrating your Helpdesk system with Nicereply, and that’s why we’re continuing our series of successful integrations, this time with a great tool called Mojo Helpdesk. Let’s dive into the integration example.

Let’s say we run a company that cares about their customers, uses Mojo Helpdesk and wants to use Nicereply for getting customer feedback on it’s agents’ emails.

• Our company is called Fat Cat, ltd.
• We have two user agents, John Garfield and Betty Kitty.
• We already have a Mojo Helpdesk account at http://fatcat.mojohelpdesk.com
• We’ve already signed up for Nicereply and created accounts for both our agents.

Setting up Nicereply

First we have to edit user IDs of our agents to match those at Mojo Helpdesk. The user ID can be easily found by visiting the settings of your particular agent ( Manage staff > click “edit” by the user ). the ID is the last part of that page’s URL. Enter this number to field ‘Username’ at Nicereply profile in Settings -> Edit Person. We repeat this with Betty Kitty.

Next, we have to activate the Ticket Link feature (Settings -> Ticket link) to link every rating to a ticket at Mojo Helpdesk. We put the ticket URL into “Ticket system URL” field, in this case it’s http://fatcat.mojohelpdesk.com/tech/show/<TICKET_ID>

Setting up Mojo Helpdesk

Now for the Mojo Helpdesk part. We’ll set up our rating link by editing the Email Template ( manage > Configure emails ). The email templates are set up at the bottom of the page. Let’s say that we want the customer to be able to rate our message everytime we reply. Let’s choose the default “Message added” template.

Mojo Helpdesk enables us to use various variables in the template, which means it’s quite easy for us to construct a rating link. The only thing we have to do is add this to the email notification template body:

Please, rate my message here:

http://nicereply.com/fat-cat/{{user.id}}/{{ticket.id}}

And that’s it!

We have now successfully connected Nicereply with Mojo Helpdesk. 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.

We’re looking forward for your comments and feedback. If you run into any trouble or if there’s any other ticketing system you use and want to have connected, drop us an email!