Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Kayako email notifications.

In this article:


Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select Kayako in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

Kayako email placeholders

These are automatically included when you generate a Kayako survey embed code, but here they are just in case. 😉

Team Member Email

{{case.assignee.email}}

Team Member ID

{{case.assignee.id}}

Team Member First Name

{{case.assignee.first_name}}

Team Member Last Name

{{case.assignee.last_name}}

Customer Email

{{case.requester.email}}

Customer ID

{{case.requester.id}}

Customer First Name

{{case.requester.first_name}}

Customer Last Name

{{case.requester.last_name}}

Company Name

{{case.requester.organization.name}}

Ticket ID

{{case.id}}

Ticket Subject

{{case.subject}}

Custom ticket fields

Channel

{{case.source_channel}}

Brand

{{case.brand}}

Priority

{{case.priority}}

Team

{{case.team}}

Type

{{case.type}}

You can view all of Kayako's placeholders from here.


Add your survey to Kayako

Triggers

Head over to your Kayako account, and navigate to Admin > Automation > Triggers.

We recommend adding the Simplest survey to the trigger that notifies your customers of a solved case. That way, they have a chance to rate the ticket once you've considered it complete.

Here's a recommended email body to use:

Your request "{{case.subject}} (#{{case.id}})" has been deemed solved:

{{case.latest_public_post.contents_html}}

[[PASTE SIMPLESAT EMBED CODE HERE]]

To review, comment and reopen the request, follow the link below: {{case.helpcenter_url}}

Paste the HTML survey code that you copied from your Simplesat account. Click Save and you're done!

Automation

Head over to your Kayako account, and navigate to Admin > Automation > Monitors.

Then, select the template that you'd like to use. You can either disable or replace Kayakao's native survey with Simplesat survey.

Then, select the template that you'd like to use. You can either disable or replace Kayakao's native survey with Simplesat survey.

Try it out!

Create a test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊

If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌

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