Where to look for a missing survey depends on whether Simplesat or your tool sends it.

Simplesat sends the email for One-off, Ongoing and Event-based surveys, including when an integration emails the survey. Every email Simplesat sends or holds back has a row on the survey's Email activity tab.

Your tool sends the survey when the survey is embedded in your tool's own email or notification, when an integration posts it in a chat, in-app or text message, and in Intercom Messenger. Simplesat has no record of those sends, but your tool's logs do.

A web embed survey appears on your site or in your app when the visitor and the page match its rules. If one doesn't appear, see Web embed surveys.

For a survey Simplesat sends, check in this order:

For a survey your tool sends, start with your tool's logs and automation, then check the integration, the link and withheld responses.

Open Integrations in the main navigation and choose your tool. To open a tool's page and switch its integrations on or off, you need the Manage integrations permission. Owner and Admin have it by default, and a custom role can be given it.

An integration that's on shows Deactivate integration, and one that's off shows Activate integration. If the button is disabled with "You need to authenticate with Syncro before enabling any integrations.", connect the tool first.

An integration goes off only when someone clicks Deactivate integration, or clicks Revoke access, which turns off every integration for that tool. A superseded integration that's off disappears from the page.

Activating an integration doesn't choose a survey, and it sends nothing until one is chosen:

An integration can still show as authenticated after your tool stops accepting its login. If you suspect that, see Integration error messages and what they mean.

Removing a survey's delivery method also stops integrations from running for it, though customers can still respond.

Each integration has its own trigger and checks, and your tool's integration article lists them. Most send when your tool reports the event, such as a ticket closing, and a few check your tool on a schedule. Some check a ticket's status by name, so a ticket closed under a differently named status gets no survey. Most integrations that email the survey send one per ticket or conversation, so a reopened ticket doesn't get a second, and testing again takes a new ticket, as Testing an integration end to end describes.

The integration emails the ticket's contact, requester or customer, depending on the tool. If that person has no email address, nothing goes out, and nothing is recorded in Simplesat or in your tool.

You can change settings such as Survey on the integration's page. For anything you can't change there, send support the survey and what you'd like changed.

When an integration or your own system asks for an Event-based survey email, the request is refused and nothing goes out if:

If your own system sends the requests, leave out any field you have no value for, because a field sent empty gets the request refused. Only the email address is required.

A refused request leaves no row in Email activity. It isn't kept either, so restoring the survey or reactivating the subscription won't send what was refused in the meantime. Your own system gets a reply saying why. When an integration made the request, the reply goes to the integration, and support can read the integration's log.

An accepted request can still end in an email held back when it's due. The email then has a row in Email activity with the reason. That happens when:

**Suppression** counts only initial emails Simplesat has sent for the same survey to the same address. An email that was held back or failed doesn't start a suppression period.

A workspace on a trial can send 50 survey emails a day, follow-ups included, and the Delivery panel shows the limit next to Upgrade your account. Past the limit, an Event-based email is held back with "Daily email delivery amount reached limit." A One-off or Ongoing send stops at the limit, and the customers after it get no row. Surveys your tool sends don't count toward the limit.

An Event-based survey's Delay is set in hours on its Delivery panel and makes the email wait that long after the trigger. Until the email goes or is held back, it has no row in Email activity. Support can confirm whether a particular email is waiting.

Some integrations have a delay setting of their own as well, such as Gladly's Email delay in hours and Shopify's Delay (days). If yours has one, check both.

If a subscription is canceled or a payment fails, and it's still inactive after a waiting period, Ongoing email surveys switch to Paused. Resubscribing doesn't switch them back. For each one:

Set Live is available once changes are saved, the survey has at least one audience rule and its expiration settings are valid.

Email activity shows the address each email went to. Simplesat sends to exactly the address in the request. A company or billing address is a different field, and no integration falls back to another address.

On a current integration that emails the survey, you can't change that field on its page. Support can check which field yours reads and change it.

Links work only with ticket IDs made of letters, digits, underscores, periods and hyphens. If your own system sends the requests, keep ticket IDs to those characters. Simplesat accepts any other character, such as a space, slash, #, @ or colon, without an error, and the links break. The rating links then open a page that says "There's no rating to provide at this URL.", and the link to the survey itself shows a plain not-found error.

A link to an archived or deleted survey gets the same page, including links already pasted into your tool's templates and the one an integration holds. So does an Event-based survey's link pasted into your tool's template, because that link works only from the email Simplesat sends. If you've changed a survey's delivery method, Choosing a survey delivery method explains what that does to links you've already pasted.

A ticket ID placeholder your tool doesn't fill in can break the links too. For what happens with any other unfilled placeholder, see Placeholders and merge fields.

A survey can send and the customer can answer, yet nothing reaches your tool. On an active or trial subscription, responses past your plan's monthly response limit are withheld. On any other status, every new response is. A banner such as "12 new feedback withheld" shows this, with Upgrade to view. Withheld responses don't run integrations. Once they're released, the integrations on the Integrations page run for them. Intercom's own integrations don't.

Support can check the integration's log for the last 30 days, whether a delayed email is waiting, and which field an integration reads. Send:

For a question about a response, add the response's link from Simplesat.

The current integration starts with no survey chosen, so choose one in Survey and save. Turning it on doesn't turn off the superseded one, and with both on, a ticket can get two surveys. The current integration can also read a different record. The superseded Syncro integration emails the Syncro customer record, and the current one emails the ticket's contact. Check the addresses on the first few sends in Email activity.

Email activity shows the address each email went to. Simplesat sends to the address the integration passes, taken from the ticket's contact, requester or customer. A company or billing address is a different field, and there's no fallback. To change which field the integration reads, send support one ticket ID where it went wrong.

These apply ticket by ticket:

Email activity shows the reason on each held-back email. If a ticket has no row, its request was refused, the email is still waiting out the survey's Delay, or the integration never asked.

Unless your tool's own automation sends the survey, the integration's trigger and checks decide, not the rules in your tool. Suppression works per survey and per email address. If a superseded and a current integration are both on, each one sends. Rather than changing your rules, send support the ticket ID. Support can change the integration's conditions.

Check the ticket IDs first. A space, slash, #, @ or colon breaks the links, and the rating links open a page that says "There's no rating to provide at this URL." You'll see that page too from a link to an archived or deleted survey, and from an Event-based survey's link pasted into your tool's template. A ticket ID placeholder your tool doesn't fill in can also break the links, and Placeholders and merge fields covers what happens with each unfilled placeholder.

The message comes from your tool or the integration platform. Activating an integration that sends on a ticket event, such as a ticket closing, creates a webhook in your tool, so the user you connected your tool with needs permission to manage webhooks there. Which permission depends on the tool. Look up the exact message in Integration error messages and what they mean.

Open the integration's page. If it shows Activate integration, someone deactivated it or revoked the tool's access. The audit log won't show either. Activate it again, connecting the tool first if its access was revoked. A revoke turns off every integration for the tool, so check its other integrations too. Tickets that closed while it was off don't get a survey once it's back on. Then check for:

If none of these fits, send support the tool and the date it last worked.

Check whether:

If none of these fits, your tool may have stopped accepting the integration's login, even though the integration still shows as on. See Integration error messages and what they mean.

The trigger firing shows your tool made the request, not that Simplesat sent the email. Find the customer in Email activity. A held-back row shows the reason. No row means the request was refused, the email is waiting out a Delay, or the integration never asked because the ticket was already surveyed, had no email address or closed under another status name. Your own system has Simplesat's reply. For an integration, ask support. A sent row means the email left Simplesat. From there, check for a bounce or the customer's spam folder, both covered in Email activity and delivery tracking.

Email activity and its export don't show the ticket ID. Support can find the ticket for a send.

The integrations Simplesat provides don't check participants, agent replies or conversation length. On phone calls, the Gladly integration that sends on conversation closure surveys a call only when it has a recording, and the Quo integration surveys only answered calls. When your tool's own automation sends the survey, its rules decide. For Intercom, see Intercom integrations.

For a survey Simplesat sends, Email activity lists each customer's email but not the ticket ID, so send support the ticket ID and they can check. For a survey your tool sends, your tool's logs have it.

No. No page shows integration runs or their errors, and a response's Notes and events have no integration events. The audit log records when an integration is authenticated or activated. It doesn't record one being turned off, reset or having its access revoked, and it records no survey sends. Support can read the integration's log, including which integrations ran on a response.

For surveys Simplesat sends, use the survey's Email activity tab, which Email activity and delivery tracking walks through.

For surveys your tool sends, your tool's logs have the sends.

An integration that's on has a Deactivate integration button and the survey chosen in Survey. An Ongoing survey that's on is marked Live, not Paused. None of that means an email went out. To see what did, check the survey's Email activity tab for a survey Simplesat sends, or your tool's logs for one your tool sends.

Most integrations send when your tool reports the event. Some check your tool on a schedule instead. The Syncro integration, the Gorgias integration that emails the survey and the Cliniko integration check every 60 minutes. The current Shopify integration checks once a day, and the Decagon integration checks on a schedule too. After that comes the Event-based survey's Delay, plus any delay setting the integration has. Writing feedback back into your tool has its own timing, set out in Writing feedback back, and mapping the fields.

Simplesat doesn't show why an integration stopped, but support can read its log and tell you what failed, so you know what to change. The log keeps only the last 30 days. Send the tool, one ticket ID and the date it last worked soon after you notice.