Although these integrations aren't required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of Autotask's ticket workflows and business rules.
To get started, create a new survey, then choose Autotask option in the Publish section.
Step 1: Authenticate with Autotask
Head over to the Configure Integrations section, click the Authenticate button then add your credentials.
Once you do, all Simplesat/Autotask integrations will become available.
To completely revoke access and disable all integrations, click the Revoke Access button.
Note: Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter. 🌏
Step 2: Activate individual integrations
Collect additional Autotask information
This integration will stay active as long as you have Simplesat authenticated with Autotask.
Once active, Simplesat will retrieve the following information through the API:
Assigned Resource ID (Primary Resource)
Note: All information gathered through the API will override the fields previously sent through URL parameters.
Update service ticket with an internal note
Simplesat can update the support ticket with an internal note after a customer submits feedback.
Here's an example of how a note will look in an Autotask support ticket:
The note is flagged as Internal, with the integrated user as the author.
Ratings will be displayed as Good, Neutral, or Negative. The additional Comment row will only appear if a comment was given.
To toggle this integration on/off, click the button at the bottom of the box:
Once enabled, your Autotask tickets will automatically be updated with the latest rating, sentiment, value, and comment.
Still need help?
Some of this may seem daunting if you're not an Autotask power user. We'd be happy to help walk you through the process, just let us know. 😃