Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Autotask email notification templates.
In Autotask, email notifications are associated with events. After you generate your embed codes in SimpleSat, you can paste the code into the event your clients get after you solve a service ticket or after you close an opportunity.
Add your survey to the Autotask Service Desk
Create your survey
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the External email embed option in the Publish tab.
Select Autotask in the pop-up box.
Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.
Autotask Service Ticket email placeholders
These are automatically included when you generate an Autotask survey embed codes, but here they are just in case. 😉
Note: This survey preset can only be used in Autotask Service Desk.
Team Member Email |
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Team Member ID |
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Team Member First Name |
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Team Member Last Name |
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Customer Email |
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Customer ID |
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Customer First Name |
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Customer Last Name |
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Company Name |
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Ticket ID |
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Ticket Subject |
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Configure the notification templates
Head over to your Autotask account, navigate to Admin > Notification Templates.
Click the Service Desk tab. Find and edit the Notify Customer of Ticket Completion event > click Edit Notification Template.
In the Email Message section, switch to HTML and paste your embed codes where you'd like the survey to appear.
You can switch back to Design to preview the survey.
Note: The images may look broken as Autotask doesn't display HTML images well, but when you create a test, the images are displayed properly.
Here's how the survey look like when received in an email:
Note: When testing the survey, you need to run it through a real test ticket to map the data. Otherwise, the survey will result in a 404 error when the survey is clicked.
Adding your survey to Autotask CRM Opportunity
Create your survey
Customize the survey settings to your heart's desires. 😁 Then, choose the External email embed option in the Publish tab.
Select Generic Embed in the pop-up box.
Autotask CRM Opportunity email placeholders
Enter these placeholders in the Rating Placeholder fields:
Team Member Email |
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Team Member ID |
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Team Member First Name |
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Team Member Last Name |
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Customer Email |
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Customer ID |
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Customer First Name |
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Customer Last Name |
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Company Name |
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Ticket ID |
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Ticket Subject |
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Note: There are no email-specific and ID placeholders for Opportunity owners in Autotask, only name details. You can use either of these:
Team Member First Name |
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Team Member Last Name |
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Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.
Configure the Notification Templates
Head over to your Autotask account, navigate to Admin > Notification Templates > CRM.
Find and edit the Opportunity - Closed event. Switch to the HTML tab, paste your survey embed codes where you'd like the survey to appear on the Email Message section.
You can switch back to Design to preview the survey.
Note: The images may look broken as Autotask doesn't display HTML images well, but when you create a test, the images are displayed properly.
Configure the Workflow Rules
Navigate to Admin > Workflow Rules > CRM
Click the CRM tab. You can either create new Workflow Rules or edit an existing workflow. Then, set the appropriate Events, Conditions, and Notification Contact.
You can set something similar to this:
Add your survey to Autotask Projects
Create your survey
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.
Select Autotask Project in the pop-up box.
Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.
Autotask Project email placeholders
These are automatically included when you generate an Autotask Project survey embed codes, but here they are just in case. 😉
Note: Autotask Project doesn't have a customer contact placeholder. As a workaround, we'll be using [Project: Account]@noemail.com to capture the customer's company and create a record.
Team Member Email | |
Team Member ID |
|
Team Member First Name |
|
Team Member Last Name |
|
Customer Email |
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Customer ID |
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Customer First Name |
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Customer Last Name |
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Company Name |
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Ticket ID |
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Ticket Subject |
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Group |
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Configure the Notification Templates
Head over to your Autotask account, then Navigate to Admin > Notification Templates > Projects.
Click the Projects tab. Find and edit the Project - Closed event > click Edit Notification Template.
Switch to the HTML tab, paste the survey embed codes where you'd like the survey to appear on the Email Message section.
You can switch back to Design to preview the survey.
Note: The images may look broken as Autotask doesn't display HTML images well, but when you create a test, the images are displayed properly.
Here's how the survey look like when received in an email:
Note: When testing the survey, you need to run it through a real test project ticket to map the data. Otherwise, the survey will result in a 404 error when the survey is clicked.
Try it out!
Create a real test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊
If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌
See also
📖 Integrate Simplesat surveys with Autotask
📖 Importing and syncing Autotask contacts
📖 Sending Simplesat ratings back to Autotask custom fields
📖 Creating a custom security role for Autotask resources