You can email your customers a Simplesat survey when their Tigerpaw service order is closed. Tigerpaw fills in the service order, the contact and the assigned technician, so every response arrives with all three. Tigerpaw One is now called Rev.io PSA.
There's nothing to connect. You generate the survey code in Simplesat and paste it into a Tigerpaw email template.
Before you start
The Tigerpaw survey is available on every Simplesat plan.
Send surveys from Tigerpaw
First, copy the survey code in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Tigerpaw.
Click Generate embed code.
Choose HTML and click Copy survey. The Tigerpaw option has no Visual output.
Then paste it into Tigerpaw:
Open the email template Tigerpaw sends when a service order is closed.
Make sure the editor is in HTML mode, then paste the code where you want the survey to appear.
Save the template.
Test it. Create a service order with yourself as the contact, close it, and click a rating in the email you get. The response shows up in Simplesat with your email as the customer.
Tigerpaw fills in these fields in every rating link when it sends the email:
What the link carries | Tigerpaw field |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer ID |
|
Customer first name |
|
Customer last name |
|
Company |
|
Team member email |
|
Team member ID |
|
Team member first name |
|
Team member last name |
|
The customer's last name comes from the account name, which is the same field Company uses. If you'd rather send the contact's last name, see Troubleshooting below.
Because the link carries the service order number, a customer who rates the same service order again updates their response instead of adding a second one.
For how placeholders work in every tool, see Placeholders and merge fields.
Troubleshooting
My Tigerpaw customers' last names show their company name
The Tigerpaw code fills the customer's last name with the account name, which is the same field Company uses. Each response saves it as the customer's last name in Simplesat.
To send the contact's last name instead, edit the code before you paste it into Tigerpaw. In every rating link, replace customer_last_name=[token]tvw_TokenData_ServiceOrders.AccountName[/token] with customer_last_name=[token]tvw_TokenData_ServiceOrders.ContactLastName[/token].
Responses after the change save the contact's last name. Emails already sent keep their old links. Ratings from those emails still save the company name.
FAQ
Do I need to connect Tigerpaw to Simplesat?
No. The survey works from the code in your Tigerpaw email template.
Does the survey in my Tigerpaw template change when I edit the survey?
No. The code in the template is a copy.
If you change the metric question or its rating choices, icons or labels, generate the code again and replace it in the template. Emails already sent keep the old survey.
External email embed lists which changes need new code.