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. 

In this article:


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 in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

Autotask email placeholders

These are automatically included when you generate 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

[Ticket: Primary Resource Email Address]

Team Member ID

Team Member First Name

[Ticket: Primary Resource First Name]

Team Member Last Name

[Ticket: Primary Resource Last Name]

Customer Email

[Contact: Email Address]

Customer ID

[Contact: ID]

Customer First Name

[Contact: First Name]

Customer Last Name

[Contact: Last Name]

Company Name

[Account: Name]

Ticket ID

[Ticket: Number]

Ticket Subject

[Ticket: Title]

Add your survey to the Autotask Service Desk

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

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select Generic Embed in the pop-up box.

Enter these placeholders in the Rating Placeholder fields:

Team Member Email

Team Member ID

Team Member First Name

[Opportunity: Owner First Name], or [Opportunity: Created by First Name]

Team Member Last Name

[Opportunity: Owner Last Name], or [Opportunity: Created by Last Name]

Customer Email

Customer ID

[Contact: ID]

Customer First Name

[Contact: First Name]

Customer Last Name

[Contact: Last Name]

Company Name

Ticket ID

[Opportunity: ID]

Ticket Subject

[Opportunity: Name]

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

[Opportunity: Owner First Name], or [Opportunity: Created by First Name]

Team Member Last Name

[Opportunity: Owner Last Name], or [Opportunity: Created by Last Name]

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

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 in the Email Message section.

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.

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:

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






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