You can replace Kayako's own satisfaction survey with a Simplesat one, emailed to the customer once their conversation is completed. Every response comes in with the conversation, the customer and the assigned agent, which Kayako fills in as it sends the email.
There's nothing to connect. You generate the survey code in Simplesat, then paste it into an email that a Kayako monitor sends.
Before you start
The Kayako survey is available on every Simplesat plan. In Kayako, you need an administrator account with the Manage automations permission to create the monitor that sends it.
Send surveys from Kayako
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 Kayako.
Click Generate embed code.
Choose HTML and click Copy survey.
Then, in Kayako, create a monitor that emails it:
Go to Administration → Automation → Monitors and click New monitor.
Give it a Rule Title.
Under the conditions, add these four:
Conversations: Time spent in current status greater than
24(hours)Conversations: Status equal to Completed
Satisfaction: Satisfaction status equal to UNOFFERED
Conversations: Tags does not contain any of
survey_sent
Under the actions, choose Notification: Email a user, then (Requester). Enter a Subject, and paste the survey code into Message.
Click Add a new action, choose Conversation: Tags, choose
add, and typesurvey_sent.Click Save.
In the list of monitors, hover over Send satisfaction survey after 24 hours and click Disable, so customers don't get Kayako's survey as well.
Monitors run once an hour, so the survey goes out 24 to 25 hours after a conversation is completed. The survey_sent tag stops the monitor from emailing the same conversation again on its next run.
You can also paste the same code into any other Kayako email to the requester, such as one a trigger sends.
Every rating link in the code carries these placeholders, and Kayako fills them in when it sends the email:
What the link carries | Kayako placeholder |
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 |
|
Priority, type, channel, team and brand, saved as ticket fields on the response |
|
Because the link carries the conversation ID, a customer who rates the same conversation again updates their response instead of adding a second one.
For how placeholders work in general, see Placeholders and merge fields.
Heads up: The code in your monitor is a copy, so it doesn't change when the survey does. If you change the metric question or its rating choices, icons or labels, generate the code again and replace it in the monitor's Message. External email embed lists which changes need new code.
Troubleshooting
My customers get both Kayako's survey and the Simplesat survey
Kayako's default monitor, Send satisfaction survey after 24 hours, is still on. In the list of monitors, hover over it and click Disable.
My customers get the Simplesat survey more than once
The monitor runs every hour, and without the survey_sent tag it sends the survey again each time. Open your monitor and make sure it has both the Conversations: Tags condition (does not contain any of survey_sent) and the action that adds the survey_sent tag.
My Kayako emails still show the old survey after I changed it
The code in the monitor is a copy, and it doesn't update when the survey changes. Generate the code again and replace it in the monitor's Message. Emails that already went out keep the old survey.
FAQ
Do I need to connect Kayako to Simplesat?
No. The survey works from the code you paste into the Kayako email.
Can the survey go out sooner than 24 hours after a conversation is completed?
Yes. Lower the hours in the monitor's Conversations: Time spent in current status condition. Monitors run once an hour, so the survey goes out within an hour of the time you set.