To test an integration, send a real survey the same way your customers will get it, click a rating, and check the result in Simplesat and in your tool. The Preview button in the survey editor and Send test email don't record anything, so neither one tests an integration.

A test creates a real response in Feedback as soon as the survey page opens from the survey link.

Most changes Simplesat makes in your tool wait five minutes after a new response: ticket notes, ticket and contact custom fields, and follow-up tickets. Slack and Microsoft Teams posts and notification emails about a single response go out at the same point. The wait gives the customer time to add a comment or change their rating, so an integration checks its rating and comment conditions when it runs, not at the click.

A few integrations that create a contact or profile, such as Salesforce and Klaviyo, skip the wait. Ticket details pulled from your tool into the response arrive immediately on most tools and after the wait on some. Once Simplesat sends a response, an integration usually starts within seconds, and most finish within a minute, though some run longer. Your tool may then take a little longer to show the change.

This is the only test that shows your tool filling in the survey's placeholders, such as the ticket ID and the customer's email, so run it before launch. It goes through your real connection: a workspace has one connection per tool on the Integrations page, and you can't duplicate it for testing.

Some survey-sending integrations check your tool on a schedule, so the email can take a while to arrive after the status change. Syncro, Cliniko and the Gorgias integration that emails the survey check every hour. The Shopify integration that emails fulfilled orders checks once a day. An event-based survey also waits for its Delay, if it has one.

For a survey embedded in your tool's emails, the Link option tests Simplesat and your integrations against a real ticket without sending an email.

The response is saved against that ticket ID, so a note or field update lands on that real ticket.

This test can't show whether your tool fills in its placeholders, so also test from a real ticket's survey email before launch.

Go through these in order. The first one that fails tells you where to look.

Check the setup:

Then check the response:

Remove preview=true from a preview link, or change it to preview=false, and it saves a response from [email protected] with no ticket from your tool. That tests the survey, but not integrations that write to a ticket.

Clicking a rating in your tool's template preview, in the copied code, or on the Visual tab of Copy your embed code sends the link with its placeholders unfilled. If the ticket ID arrives as the placeholder itself, not a real ID, the click opens an error page. If the link has no ticket ID placeholder, the click saves a real response with no customer, and it counts toward your monthly responses. More on each placeholder in Placeholders and merge fields.

Use a new ticket for each test. On a ticket you've already tested with the same survey:

If you have the Edit ratings permission, you can run the integrations again without a new ticket. The Owner, Admin and Manager roles have it by default, and a custom role can include it. Change the test response's rating in Simplesat, and notes, custom fields and anything else that acts on changed responses run again right away. Some follow-up ticket integrations act only on new responses and won't run again.

Slack and Microsoft Teams post to the channels you add, and each channel has its own surveys and rating types, such as Positive with comment and Negative without comment. A post about a response goes out five minutes after the response arrives, and only to channels set for that response's survey and rating type. Weekly and Monthly summaries run on a schedule.

To test Slack without posting in a channel your team uses:

For Microsoft Teams, add the Simplesat app to a test channel and set it up there, as Microsoft Teams integrations describes.

For an integration you connect with a Simplesat API key, such as Make, n8n or your own code, create a separate API key for testing and delete it afterward.

A test response counts toward your monthly responses as soon as it's saved, and it stays in your reports and dashboards until you delete it. Correcting and removing feedback shows how to delete one or several.

The test also creates or updates a customer for the email address you used. Deleting the response doesn't delete that customer.

Check how you tested. Preview and Send test email save nothing, and neither does a link with preview=true in it. The survey page also has to open: if you close the tab before it loads, nothing is saved. A response marked as spam, hidden or withheld isn't in Feedback.

Check where you clicked. A rating clicked in your tool's template preview, in the copied code or on the Visual tab carries unfilled placeholders, so it opens an error page or saves a response with no customer. On a ticket you'd already tested, the rating updated the first response, which keeps its original date, so look for it at that date in Feedback. On the ticket of a deleted test response, the rating went into the deleted response and won't appear.

Most changes reach your tool five minutes after the response, so give it that long and check again. If nothing has changed, check that the survey is connected to that tool and that When should this integration run? includes the survey and your test rating's combination. If the integration writes to a contact, the response also needs a customer email. Then check the integration is on: Revoke access switches off every integration for that tool, and connecting again turns none back on. An integration can also show Active while nothing runs. If yours does, click Deactivate integration, then Activate integration.

Your second rating updated the first response instead of creating a new one. That response keeps its original date in Feedback, so it doesn't move to the top. Integrations run again on that ticket only after five minutes. Many survey-sending integrations send one survey per ticket, so solving or closing the ticket again sends nothing. Use a new ticket for each test.

That's expected. An integration acts only on responses that arrive while it's on, and turning it on doesn't process feedback already in Simplesat. Send a new test.

If an integration pulls ticket details from your tool, it can fill in the customer and the team member after the response arrives. On some tools that happens only after the five-minute wait, so check again once it's over. No customer means the link reached Simplesat without a valid customer email, usually because the email placeholder wasn't filled in. No team member means the agent placeholder wasn't filled in, which happens when the ticket has no agent assigned. A shared mailbox's address still counts as a customer. Attribution: linking feedback to tickets, customers and agents explains how both are matched.

The ticket ID placeholder in the link wasn't filled in. That happens when you click the copied code, your tool's template preview or the Visual tab. Test from a real ticket's survey email, or from the Link option with every placeholder replaced. Links to an archived or deleted survey also open an error page.

If the survey is embedded in your tool's emails, your tool sends it, so check your tool's email log. Some survey-sending integrations check your tool every hour, so the email can take up to an hour. The Shopify integration that emails fulfilled orders checks once a day, so it can take up to a day. An event-based survey waits for its Delay, and with Suppression set it doesn't email the same customer again within that period. On a free trial, Simplesat sends up to 50 survey emails a day. An event-based send over that limit shows Daily email delivery amount reached limit. in Email activity. Surveys embedded in your tool's emails don't count toward it. When a survey does not send has more causes.

Settings take effect as soon as you save. Check that the test response arrived after you saved, and that five minutes have passed since it arrived. If both are true, contact us and include the response.

Create a test ticket in your tool with yourself as the requester, move it to the status that sends the survey, and click a rating in the email. For a survey embedded in your tool's emails, you can also use the Link option with a real ticket ID. Either way you get a real response that your integrations act on.

Test with a real ticket, then check in order: the survey went out, the response is in Feedback, it shows the ticket and the customer, and once your integrations have run, the change is in your tool. Then delete the test response.

No. Simplesat has no test response that runs integrations, and Preview and Send test email save nothing. A test is a real response through a real link, and it counts like any other.

For a survey embedded in your tool's emails, use the Link option and replace every placeholder with a real value, including the ID of a real test ticket. Clicking the copied code or your tool's template preview sends the placeholders unfilled.

Yes. Create a ticket with yourself as the requester and click a rating in the email. The response is credited to your address as the customer, and Simplesat creates or updates a customer for that address. If an event-based survey has Suppression set, it won't email you again within that period.

You don't need to wait after saving, because settings take effect right away. The wait comes after each response. Most changes reach your tool five minutes after it, and integrations run again on the same ticket only after five minutes, so use a new ticket for each test.

Yes. We can read the integration's log and re-run a sync that failed. We can also re-run a response that already went through the integration, so you can test again without new traffic. The log covers the last 30 days. Re-running a note or follow-up ticket integration adds another note or ticket. Send us the response or the ticket ID. We can't re-run a sync into a ticket your tool has closed and locked.

Yes, for every integration that runs on that survey. They all act on the same response, and each one checks its own conditions.

Yes to both. A test response counts toward your monthly responses and shows in reports until you delete it. Delete it once your integrations have run, or they never see it. Correcting and removing feedback shows how.