You can put a Simplesat survey in the email Kaseya BMS sends when a ticket is closed. The survey code works without connecting Kaseya BMS.
Connecting Kaseya BMS lets you use the integrations on Simplesat's Kaseya BMS page. They add each response to the rated ticket as an internal note, bring ticket, customer and agent details into Simplesat, and open follow-up tickets from responses.
What the Kaseya BMS integrations do
The Kaseya BMS page lists its integrations under Survey integrations and Ticket integrations. You switch each one on separately with Activate integration.
Integration | Listed under | What it does | Where it shows |
Create follow-up tickets from feedback | Survey integrations | Opens a new Kaseya BMS ticket from each response | A new ticket in Kaseya BMS |
Create follow-up tickets from feedback (older version, marked deprecated) | Survey integrations | Opens a new ticket like the current version | A new ticket in Kaseya BMS |
Pull ticket details | Ticket integrations | Adds the ticket, customer, company and assigned technician to the response | The response, in Simplesat |
Add notes to rated tickets | Ticket integrations | Adds the response to the rated ticket as an internal note | The ticket |
The Ticket integrations only run on surveys connected to Kaseya BMS, and only for responses that came in with a Kaseya BMS ticket ID. A survey is connected when its delivery method is External email embed with the Kaseya BMS option, or when it's an Event-based or Web-embed survey with Connected service set to Kaseya BMS.
Before you start
The Kaseya BMS integrations are available on every Simplesat plan. To connect Kaseya BMS and switch integrations on, you need the Manage integrations permission, which Owner and Admin have by default.
Simplesat connects to Kaseya BMS as an employee you create for it. Integration security, permissions and data flow covers what a connected tool can read and write.
The integrations act as this employee, so every note and follow-up ticket comes from it. Give it a name your technicians will recognize. To set it up in Kaseya BMS:
Go to HR → Employees and create an employee, with User Type set to Api Employee. This kind of user can use the API but can't sign in to Kaseya BMS. Give it an email address someone can read, because that's where its password is set.
Give it a security role that can use the API. Kaseya BMS says that roles other than Administrator need API Access turned on, in Admin → Security → Roles.
Select the user and choose Reset and Send instructions, then set the password from the email that arrives.
Connect Kaseya BMS
On the Integrations page, open Kaseya BMS.
Click Authenticate.
Enter the API employee's username in Username and password in Password, and your Kaseya BMS company name in Company Name. Click Authenticate.
When the page shows Authenticated with Kaseya BMS, click Activate integration on each integration you want, then fill in its settings.
Before you rely on an integration, test it with a real ticket, as described in Testing an integration end to end.
Send surveys from Kaseya BMS
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Kaseya BMS.
On Publish, click Generate embed code.
With HTML selected, click Copy survey.
In Kaseya BMS, go to Admin → Business Process → Email Templates and open the email template your closed-ticket workflow sends to the client.
Switch the template to its HTML view, paste the code where the survey should appear, and save.
In Admin → Business Process → Workflow, check that the workflow that sends this template runs when a ticket is completed.
The survey links in the code carry Kaseya BMS placeholders, which work as described in Placeholders and merge fields.
When Kaseya BMS sends the email, it fills them in, so each response comes in with its ticket, customer and technician:
What the link carries | Kaseya BMS placeholder |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer first name |
|
Customer last name |
|
Company |
|
Team member email |
|
Team member first name |
|
Team member last name |
|
Notes on rated tickets
Add notes to rated tickets adds each response to the ticket it rates as an internal note, which the client can't see. The note names the customer, the sentiment and the survey, with links into Simplesat, and lists every question and answer.
Notes go on no sooner than five minutes after a response arrives. If the response changes later, for example when the customer answers another question, a second note is added. Writing feedback back, and mapping the fields covers this timing in more detail.
Under When should this integration run?, choose every response from Kaseya BMS surveys, or pick the surveys you want.
Ticket, customer and agent details in Simplesat
Simplesat links each response to its ticket, customer and agent as described in Attribution: linking feedback to tickets, customers and agents.
The details first come from the placeholders Kaseya BMS fills into the survey link. As soon as the response arrives, Pull ticket details reads the ticket and replaces them with what's on it:
From the Kaseya BMS ticket | Where it goes on the response |
ID and title | Ticket ID and subject |
Contact: name, email and Kaseya BMS contact ID | Customer |
Account name | Company |
Assignee: name, email and Kaseya BMS ID | Team member, with the role Assignee |
A ticket with no assignee adds no team member.
Follow-up tickets in Kaseya BMS
Create follow-up tickets from feedback opens a new Kaseya BMS ticket when a response arrives. A changed rating doesn't open another. Creating a follow-up ticket from feedback explains how follow-ups work.
To set it up:
Click Activate integration on Create follow-up tickets from feedback.
In its Field mapping, enter the queue the ticket should go to in Queue and the priority it should get in Priority. Use names exactly as they appear in Kaseya BMS.
The page also asks for Status. Fill it in, then click Save.
Heads up: Currently, Status doesn't set the ticket's status. The ticket gets the first active status in your Kaseya BMS status list.
Under When should this integration run?, choose the surveys that should open tickets. There's no sentiment setting, so every response from a chosen survey opens a ticket, positive ones included.
The ticket is filed under the Kaseya BMS account whose name matches the company on the response, at that account's main location. The company comes from [%Client Name%] in the survey link, or from Pull ticket details. No ticket opens when:
the response has no company
no account, or more than one account, has that name
the queue in Queue or the priority in Priority doesn't exist in Kaseya BMS
The ticket's title is New sentiment feedback from customer name, for example New negative feedback from Ana Lopez. Its details link to the survey, the customer and the response in Simplesat, and list every answer.
The Field mapping has more ticket fields, such as the assignee, issue type and due date. These take Kaseya BMS IDs rather than names.
Note: The older Create follow-up tickets from feedback, marked deprecated, appears only on workspaces where it's still on, and leaves the page once it's turned off. Its account, location, queue, status, priority and source are set as IDs in its Field mapping.
Change the Kaseya BMS connection
Reconnect to switch to a different Kaseya BMS company or API employee, or after the employee's password changes. If the password changes or the employee is deactivated, the integrations stop, even though the page still shows Authenticated with Kaseya BMS.
Note which integrations are on.
Click Revoke access.
Click Authenticate and enter the new details.
Click Activate integration on each integration you noted.
Reconnecting leaves every integration off until you activate it again, but keeps its settings. Survey code in your Kaseya BMS email templates keeps working.
Heads up: Responses that arrive between Revoke access and activating again aren't written to Kaseya BMS.
Troubleshooting
I can't connect Kaseya BMS
Check the employee Simplesat connects as. Its User Type has to be Api Employee, and it has to have set its password from the reset-password email. If its role isn't Administrator, the role needs API Access turned on in Admin → Security → Roles. If it still fails, contact us.
Notes don't show up on my Kaseya BMS tickets
Check that:
the survey is connected to Kaseya BMS, and the response came in with the ticket ID. The survey link carries it when Kaseya BMS fills in
[%Ticket ID%].at least five minutes have passed since the response arrived
Add notes to rated tickets shows as active, and if you picked surveys under When should this integration run?, this one is switched on there
if you've clicked Revoke access and Authenticate, you've also clicked Activate integration again
If none of this explains it, send us the response's link.
No follow-up ticket was created in Kaseya BMS
Check that:
the response has a company that matches the name of exactly one Kaseya BMS account
Queue and Priority name a queue and a priority that exist in Kaseya BMS
the survey is switched on for the integration
A ticket only opens when a response arrives, not when one changes. If none of this explains it, send us the response's link.
My follow-up tickets don't get the status I set
Currently, Status doesn't set the ticket's status. The ticket gets the first active status in your Kaseya BMS status list. Change the status in Kaseya BMS.
I see two notes for one response
Add notes to rated tickets runs when a response arrives and again when it changes, for example when the customer answers another question or changes their rating. Each run adds a note.
My Kaseya BMS integrations stopped working, but the page still says Authenticated with Kaseya BMS
Simplesat doesn't check the connection again after you connect. If the API employee's password changes or the employee is deactivated, the integrations fail while the page still reads Authenticated with Kaseya BMS. Click Revoke access, then Authenticate, then Activate integration on each integration you use.
If the page does show an error message, Integration error messages and what they mean explains it.
FAQ
Which Kaseya BMS email should carry the survey?
The email template your workflow sends to the client when a ticket is completed. Paste the HTML from Generate embed code into it.
Who is shown as the author of the notes and follow-up tickets?
The API employee Simplesat connects as.
Can follow-up tickets open only for negative ratings?
No, there's no sentiment setting. You choose the surveys that open tickets, and each ticket's title starts with the sentiment, so negative ones are easy to find in Kaseya BMS.
Do I need to connect Kaseya BMS to send surveys?
No. The survey code works on its own. Connecting is for the notes, ticket details and follow-up tickets.