A follow-up integration creates a ticket, case, issue or task in your helpdesk, PSA or CRM when a customer leaves a rating, so your team can follow up. You choose which surveys and ratings create one and, for most tools, where it goes.

When a customer leaves a rating, Simplesat waits five minutes, then sends the response to each follow-up integration that's on and set to run for that survey. Each response creates one record in your tool. On most tools, the record's subject names the rating's sentiment and the customer, plus the survey or the original ticket ID, and the body holds the customer's answers. A Jira issue gets only a summary. A HubSpot ticket holds only the survey, the customer, the metric rating and its label, and the answer to the rating's follow-up question.

Only responses with a metric rating go out, and none marked as spam or hidden. A withheld response waits until it's released.

A rating can be sent more than once. If a teammate changes it on the Feedback page, it's sent again right away. If the customer rates the same ticket on the same survey again more than five minutes after the last send, it's sent again five minutes later. Autotask, Freshdesk, the Freshsales task, the Gladly task, Gorgias, the HubSpot task, RedmineUP, RepairShopr, Salesforce and Syncro create a new record each time, so a re-sent rating gives you a second one.

An integration under Survey integrations can run on any active survey in your workspace, including surveys that didn't come from that tool, such as a standalone NPS email survey. One under Ticket integrations runs only on surveys for that tool, meaning the survey's delivery method is that tool (see Choosing a survey delivery method) or its Connected service names it.

If you only want ticket IDs in Simplesat to link to the existing ticket, you don't need a follow-up. Use Ticket URL, under Open tickets directly in your helpdesk on a survey's Configure page. It creates nothing, and it's explained in Attribution: linking feedback to tickets, customers and agents.

Intercom has its own Create follow-up conversations from feedback, set up in Intercom integrations.

The Salesforce integration comes with Pro and above.

Syncro also has Reopen a ticket after receiving feedback, under Ticket integrations. It finds the Syncro ticket whose number is the response's ticket ID and sets its status to New, for every rating it receives.

You need Manage integrations to set one up. Owner and Admin have it by default, and you can give it to a custom role.

When should this integration run? decides which ratings reach the integration. Every response from all current and future surveys sends every rating from every survey, including surveys you create later. On a ticket integration, the option names the tool instead, such as Every response from RedmineUP surveys.

Let me choose lists six switches per active survey: positive, neutral and negative ratings, each with or without a comment. Turn on the combinations that should create a follow-up.

With comment means the customer answered the rating's follow-up question, by typing a comment or choosing an option. Simplesat checks for an answer five minutes after the rating, when it sends the response. A comment typed later counts as without comment, so to catch every negative rating, turn on both negative switches.

A survey you create later starts with every switch off, so turn on its switches when you add it.

Some integrations let you map the fields of the record they create, each to a fixed value or a value from the response, the same way as in Writing feedback back, and mapping the fields.

A field that holds an ID, such as HaloPSA's ticket type, status, client, site, user and agent, takes the number your tool uses for that value, not the name you see. For a setting the app doesn't show, tell us what you want and we'll set it for you.

The customer ID that Zendesk matches on comes from the survey link, as in Placeholders and merge fields, or from a contact sync, as in Contact sync from a connected tool.

A survey that didn't come from a ticket has no ticket ID in its link, so Simplesat generates one. That ID doesn't identify a ticket in your tool.

These tools find the customer the same way on every survey:

When that lookup comes up empty:

A Zendesk follow-up from any survey other than a Zendesk survey isn't linked to an earlier ticket.

A HaloPSA follow-up is a child ticket of the original, and it's created only when the original ticket is in HaloPSA. In the HaloPSA integration, under Let me choose, leave the switches off for surveys that don't come from HaloPSA.

Deactivate integration stops it. When you activate it again, it keeps the surveys and ratings you chose, but it isn't sent the responses that arrived while it was off.

Reset integration clears an integration's settings, and it can't be undone. It only shows while the integration is deactivated, after it has been activated once. The next activation starts over with every response included, no surveys chosen, and none of the changes we made for you.

Clicking Revoke access for the tool turns off all of its integrations. After you reconnect, as in Integration security, permissions and data flow, activate each integration again, and it keeps your earlier choices.

Check these in order:

The first time an integration is activated, and the first time after a reset, it runs on every response. Switch to Let me choose and leave the positive switches off.

Kaseya BMS and RepairShopr only turn a whole survey on or off, so any survey that's on creates a follow-up for every rating. Contact us if you want them to skip positive ratings.

On an integration with field mapping, map the field, using the ID your tool uses for the value. On one without field mapping, contact us with the field and the value.

A few tools need something specific:

If your tool makes a field required, adds a required custom field or changes a rule that touches a mapped field, tell us so we can check the integration.

Start with the defaults in Where the follow-up goes. Autotask sends no queue and Zendesk no group. ConnectWise puts the ticket on your default board, or your first one. You can map Autotask's queue yourself. For a ConnectWise board and team, or a Zendesk group, contact us.

A mapped ID that exists in your tool but points at the wrong value doesn't fail. The ticket is created with that value, under a different ticket type for example, so check the IDs in field mapping.

For Zendesk, the requester is the Zendesk user whose ID is the customer ID in Simplesat. That ID comes from the survey link or a contact sync, so if it's wrong, look at where it came from. When a response has no customer ID, Simplesat sends the follow-up ticket without a requester, and Zendesk makes the person who connected Zendesk to Simplesat the requester. The private comment with the customer's answers still names the customer if Simplesat has their name. Freshdesk, Freshservice, Gorgias and LiveAgent use the respondent's email. The HubSpot task and the Freshsales task are owned by the team member on the response.

Follow Set up a follow-up integration, and under Let me choose, turn on both negative switches, with comment and without comment, for the surveys you want.

Set it in the app where the integration allows it. Where the follow-up goes lists what each one can change. For ConnectWise, HubSpot tickets, Freshdesk, Gorgias, Syncro, RepairShopr and Vorex, contact us. For ConnectWise, send us the board ID and team ID.

Yes. The follow-up's board, queue or type comes from the integration's settings, not from the original ticket. The Gladly task is the exception: it goes to the original conversation's inbox unless field mapping sets another.

Autotask and ConnectWise file the follow-up in the company of the contact with the respondent's email. We can set either integration to file every follow-up under one company you choose, such as your own, and to change the subject format. Contact us with the company and the subject you want.

Some tools keep part of the follow-up out of the customer's view. HaloPSA hides the ticket from end users, and LiveAgent sends no email. Zendesk, RepairShopr and Syncro hide only the comment with the answers. On Zendesk, the requester is the customer when the response has their Zendesk ID, and the person who connected Zendesk when it doesn't. Whether a new ticket notifies the customer is set in the tool itself.

Yes. Every response reaches Simplesat either way. Under Let me choose, leave the positive switches off, and for Kaseya BMS and RepairShopr, contact us. Slack and Microsoft Teams notifications are set up separately, in Slack integrations and Microsoft Teams integrations.

Yes, with any survey integration except HaloPSA, which only follows up on HaloPSA tickets. Ticket integrations don't run on it. Most survey integrations find the customer by the respondent's email, and Kaseya BMS by company name. Surveys that didn't come from a ticket has the details for each tool.

The Gladly task goes to the conversation's inbox, and field mapping can set the inbox or agent. The HubSpot and Freshsales tasks are owned by the team member on the response, and you can change the HubSpot task's owner in field mapping. For tickets, Where the follow-up goes lists what each tool's field mapping can set.

There's no test button. Every rating the integration is set to receive creates a real record. See Testing an integration end to end.

Responses created through the API never do. A CSV import does only if you turn on Run integrations during the import, as in Importing feedback. It's off by default.

For Zendesk surveys, Zendesk makes it a follow-up of the original ticket. HaloPSA makes it a child ticket, and RedmineUP a sub-issue. The Freshsales task goes on the deal the survey came from. The others put the original ticket ID in the subject, or don't carry it.