Simplesat emails your team when feedback arrives. You choose which ratings are worth an email and which surveys they come from, you can subscribe to a weekly summary of each survey, and you can send the same feedback on to a shared inbox or to a colleague who doesn't sign in to Simplesat.

Notifications are per person. You set yours and your teammates set theirs, and nobody can change someone else's, not even an Owner or an Admin.

Your own preferences live on two pages under Profile, behind your initials at the bottom of the left sidebar. Notifications covers the email you get when a rating comes in, and Email summaries covers the weekly digest for each survey.

Anything that needs to reach an address other than your own login address is set up once for the whole workspace, on the Simplesat Tools page under Integrations.

Simplesat sends several different emails about feedback, and each one is set up in its own place:

Go to Profile → Notifications.

Notification Frequency sits at the top:

Below that, you'll get a block of toggles for every survey you have access to, one for each kind of rating:

Leave Notification Frequency on Instant and use the toggles to narrow what reaches you. The two negative toggles are the ones covering low scores and bad ratings, which show as red and orange in Simplesat. To go quiet on one survey while keeping the others, turn off all six of that survey's toggles.

A survey shows up in your list once you have access to it, and an Owner or an Admin grants that from Admin → Users.

Creating a survey turns all six rating types on for everyone in the workspace, and inviting someone new turns all six on for every survey that already exists, which means a new user lands on Instant with everything selected.

A weekly summary is one email per survey covering the week just finished, with the survey's score and its rating counts.

Go to Profile → Email summaries, where each survey you have access to gets a row with a Never and a Weekly button. Every survey starts on Weekly, including the ones you create later. Set the summaries you don't want to Never.

Summaries are independent of your feedback notifications, so setting Notification Frequency to Never doesn't stop them.

Summaries go out every Monday at 1pm UTC, at the same time for every workspace, and cover the last completed week, which runs Monday to Sunday or Sunday to Saturday depending on the week start day set for your workspace. A summary still goes out in a week when the survey collected nothing, with the counts reading zero.

A weekly summary covers one survey, arrives on Mondays only, and puts the score and rating counts in the body of the email. Each person switches it on or off for themselves.

A scheduled report works differently. It covers a saved view, runs daily, weekly or monthly at a time you pick, goes to a recipient list you type in, and arrives as a download link. You'll set those up in Reports.

Your Notifications page only ever emails you, at the address you sign in with. To get feedback to a colleague, a shared inbox or a distribution list, use the routed notification on the Simplesat Tools page.

Simplesat Tools is part of Simplesat and included in every plan. It sits with the other integrations, and one of its options sends email:

To set it up you'll need permission to manage integrations, which the Owner and Admins have.

You also choose which responses it runs for:

Routed notifications carry the same six rating-type toggles per survey, so you can send negative ratings to a manager and leave the rest alone.

Simplesat Tools carries other options too. One of them records which survey a customer answered as a custom attribute on their record, which you can then use to include or exclude them from a later survey.

Feedback can reach people without anyone running an export:

Feedback arrives attached to a team member, meaning the agent or technician who handled the ticket and who the rating is about. They may or may not sign in to Simplesat themselves, and whether they get emailed about their own feedback is a separate setting.

For an agent who does sign in, two settings together narrow their email down to their own feedback:

They'll then be emailed only for responses linked to one of their mapped team members, and their weekly summary is worked out from the same feedback.

For an agent who doesn't sign in to Simplesat, use a routed notification instead. It goes to the addresses you set and stays with them, so it can't follow whoever happened to handle the ticket.

Work through these in order:

If all of that looks right and email still isn't arriving, contact us with the address you're expecting it at. An address that's bounced stops receiving every Simplesat email until we clear it, and that's something only we can see.

The list only shows the surveys you have access to, so ask an Owner or an Admin to grant it from Admin → Users. Reload the page and the survey shows up with all six rating types on.

If access is already granted and the survey still isn't there, send us the survey name and we'll dig into it.

Owners and Admins are notified for every survey. Everyone else is notified for the surveys they've been given access to, and a new survey reaches them as soon as that access is granted.

If you're using a routed notification set to Let me choose, the new survey needs adding to that as well. Go to Integrations → Simplesat Tools, expand the CC option, and add the survey.

Go to Profile → Notifications and turn off the rating types you don't need on each survey. If you'd rather stop feedback emails altogether, set Notification Frequency to Never.

Check that the survey is set to Weekly on Profile → Email summaries and that you still have access to it. A survey that's been closed or switched to inactive stops sending summaries.

Summaries do send in a week with no responses, with the counts at zero, so an empty week rules nothing out.

If the setting says Weekly and nothing arrived, contact us with your address and we'll check whether it's being delivered.

Those preferences belong to them, so ask them to open Profile → Notifications or Profile → Email summaries and change it themselves. If what they're getting is a routed notification instead, an Owner or an Admin can remove their address on Integrations → Simplesat Tools.

Contact us with the setting and the survey it's on, and we'll look into it. A preference that turns itself back on isn't something you can fix from the page.

No. Feedback and summary preferences belong to each user, and only that user can change them. If you need something you can control centrally, use the routed notification on Integrations → Simplesat Tools, or a Slack or Microsoft Teams channel.

Go to Profile → Notifications, leave Notification Frequency on Instant, and for each survey turn off Positive rating with comment, Positive rating without comment, Neutral rating with comment and Neutral rating without comment. That leaves the two negative toggles on, so red and orange feedback still reaches you and nothing else does.

The five-minute delay lets your customer add a comment or change their rating before the email goes out, so what lands in your inbox is the finished response.

The survey name, the rating and its label, the question, the follow-up comment and any other answers from the same response. Underneath that, the customer's name, company and email address, and the ticket's subject, ID and team member where a helpdesk integration supplies them. Zendesk adds the channel, and ConnectWise adds the board, department and resources.

Custom ticket and team member values, the ones your integration passes in as t_ and tm_ parameters, aren't in the email. They're stored on the response, and you'll find them in Feedback and in your exports.

Not for a routed notification, where any address can be on the To, CC or BCC list. Viewing and replying to feedback inside Simplesat is different, because that needs an invitation and uses one of your plan's user seats.

No, feedback notifications only go to your team. If you want to follow up with a customer, use a call-to-action button on the survey's thank-you screen, or your helpdesk.

Yes. Both integrations post ratings into a channel you choose, with the same rating-type filters as email, and can post recurring digests to that channel.

Marketing email from simplesat.io, product and announcement messages, and feedback notifications and weekly summaries are all handled separately. Contact us with the address you want stopped and which kind you mean, and we'll take care of it.

No. Each workspace keeps its own notification and summary settings for you, so changing one leaves the others as they were.