In Autotask, email notifications are associated with events. After you generate your embed code 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. 

Create your survey

First, create a new survey.

Customize the survey settings, then choose the Autotask option in the Publish section.

Click the Generate embed code button and copy the survey HTML codes.

Adding to Autotask Service Desk

In your Autotask account, navigate to Admin > Notification Templates > Service Desk

Find and edit the Notify Customer of Ticket Completion event.

In the Email Message section, paste your embed code where you'd like the survey to appear.

Adding to Autotask CRM Opportunity

In your Autotask account, navigate to Admin > Notification Templates > CRM

Find and edit the Opportunity - Closed event. Then paste your survey embed code where you'd like the survey to appear in the Email Message section.

Configure the Workflow Rules

Navigate to Admin > Workflow Rules > CRM

Click New and select the appropriate Events, Conditions and Notification Contact.

You can set something similar to this:

Make sure to test! 

Once you add your embed code, create some fake tickets, or opportunity to test out the process, and make sure everything is working correctly.

If you run into any issues, let us know, and we'll be happy to help troubleshoot. 🙌

Autotask placeholders

These are automatically included when you generate an Autotask survey embed code, they are here, just in case. 😉 

  • Team Member Email - [Resource: Email Address] 
  • Team Member ID - NA 
  • Team Member First Name - [Resource: First Name] 
  • Team Member Last Name - [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] 

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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