You can put a Simplesat survey in the emails you send from Freshsales by pasting it into a Freshsales email template. The survey works without connecting Freshsales.

When you connect Freshsales, you can switch on integrations that put each rating on its deal and contact in Freshsales, and add deal details to each response in Simplesat.

The Freshsales page lists its integrations under Account-wide integrations, Survey integrations and Ticket integrations. You switch each one on separately with Activate integration.

The Ticket integrations work with the deal a response came from. In Simplesat, that deal is the response's ticket. These integrations run only on surveys connected to Freshsales, and only on responses whose survey link carried the deal's ID. A survey is connected to Freshsales when:

The Freshsales integrations are available on every Simplesat plan. To connect Freshsales and switch integrations on, you need the Manage integrations permission in Simplesat, which Owner and Admin have by default.

In Freshsales, every API key belongs to one user, and the integrations act as the user whose key you enter. They see only the deals and contacts that user can see, and their notes and tasks come from that user. So use the key of someone who can see all the deals and contacts you survey and who will keep their Freshsales access.

You can check what a connected tool can read and write in Integration security, permissions and data flow.

Before you rely on an integration, test it on a real deal with the steps in Testing an integration end to end.

To put a survey in your Freshsales emails:

When Freshsales sends the email, it fills in these placeholders in the survey links:

A placeholder whose field is empty goes out blank. The Ticket integrations work only on responses whose link carried the deal's ID from {{deal.id}}. So before you rely on them, send a test email the same way you'll email customers, answer the survey, and check that the integrations act on your response, for example that a note shows up on the deal.

To learn how placeholders work in every tool, see Placeholders and merge fields.

Simplesat waits at least five minutes after a response arrives before it writes to Freshsales, and writes again whenever the response changes. Writing feedback back, and mapping the fields has the timing and settings for every tool.

Every response from a survey connected to Freshsales goes on its deal as a note, posted by the Freshsales user whose API key is connected. The note opens with who left what feedback on which survey, linked back to Simplesat. Every question and answer follows, with each rating next to its label and follow-up answers under their question.

If the response changes later, for example when the customer answers another question, a second note is added.

First, add these custom fields to contacts in Freshsales:

The integration has a setting for each field's internal name, such as Latest CSAT field internal name, and these settings already hold the names above. If your fields have different internal names in Freshsales, enter yours and click Save.

This integration runs on responses from every survey, including surveys that aren't connected to Freshsales. Simplesat writes to the Freshsales contact whose email matches the customer email on the response. If the response has no email, or no contact has that email, nothing is written.

Each response fills the field for its survey's metric, plus sentiment and comment. Fields for other metrics keep their values, and so does Latest comment when a response has no comment.

To see how Simplesat connects a response to its deal, contact and sender, read Attribution: linking feedback to tickets, customers and agents.

When a response with a deal ID comes in from a survey connected to Freshsales, Simplesat reads the deal right away and adds:

It runs again whenever the response changes.

Choose which Freshsales contact view to bring in with Filter name, under the integration's Field mapping. It's set to All Contacts by default, and the name has to match a contact view in Freshsales exactly.

The sync runs once a day. Its first run adds every contact in the view to Simplesat as a customer, and each run after that brings in the contacts updated in the past day. Customers come in with their name, email and Freshsales contact ID, and nothing is written to Freshsales. Contact syncs in general are explained in Contact sync from a connected tool.

Create task after receiving feedback puts a task on the deal when a response arrives, and another if the response changes later. The task goes to the deal's owner. It's due Due date in days after the response, which is 7 by default. Its title reads New sentiment feedback from customer name on survey survey name, for example "New negative feedback from Ana Lopez on survey Sales CSAT".

Until you change When should this integration run?, every response from Freshsales surveys creates a task, positive ones included. To create tasks for some sentiments only, choose Let me choose there, then turn on the switches for the surveys and sentiments you want, such as neutral and negative. All the switches are off until you turn them on.

One article covers follow-ups for every tool: Creating a follow-up ticket from feedback.

To connect with another user's API key, or to a different Freshsales account:

Your integrations keep their settings, but reconnecting doesn't switch any of them back on. Responses that arrive between Revoke access and turning the integrations back on aren't written to Freshsales, so do all four steps in one go. You don't need to touch your email templates, because the survey code in them keeps working.

If the connected user ever loses their Freshsales access, the integrations stop working while the page still shows Authenticated with Freshsales. Reconnect with the same steps.

The key has to be the one in Your API key on that user's API Settings tab in Freshsales. The second value is the bundle alias shown below it, such as acme.myfreshworks.com/crm/sales, without https://. If it still fails, contact us.

Check these:

If none of these explains it, send us the response's link.

Check these:

If none of these explains it, send us the response's link.

Filter name has to match the name of a contact view in Freshsales exactly. Unless you've changed it, it's All Contacts. The sync runs once a day: the first run brings in every contact in the view, and later runs bring in the contacts updated in the past day. Also check that the integration shows as active.

Add note to deal after receiving feedback and Create task after receiving feedback run when a response arrives and again when it changes, for example when the customer answers another question or changes their rating. Each run adds a note or creates a task.

Simplesat doesn't check the connection again after you connect. If the user whose API key is connected loses their Freshsales access, the integrations fail and the page still reads Authenticated with Freshsales. Click Revoke access, then Authenticate with the key of a user who has access, then click Activate integration on each integration you use.

No. The survey works in your Freshsales emails on its own. Connecting is what adds the notes, tasks, custom fields and deal details.

The deal's owner. Simplesat gets the owner from Sync deal details from Freshsales to Simplesat, so keep that integration on.

Yes. In When should this integration run?, choose Let me choose and turn on only the negative switches for the surveys you want.

The contacts in the Freshsales contact view named in Filter name, which is All Contacts unless you change it. Each one comes in with their name, email and Freshsales contact ID.