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

Create your survey

First, create a new survey.

Customize the survey settings, then choose the Integrate with another tool option in the Publish section and select Generic Embed in the pop-up box.

Enter the Kayako placeholders into the fields:

Kayako email placeholders

  • 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.organization.name}} 
  • Ticket ID - {{case.id}} 
  • Ticket Subject - {{case.subject}} 

Visit Kayako's full placeholder reference

Once you have the placeholders filled in, click Generate Embed Code. Make sure you're on the HTML option, then click Copy survey.

Add your survey to Kayako

In the Admin section, navigate to Automation > Triggers.

We recommend adding the Simplesat 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 you copied in the message. Click Save and you're done!

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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