You can add a Simplesat survey to the email Accelo sends when a ticket closes or a project is complete. Accelo fills in the ticket or project, its contact and its manager, so each response comes in linked to all three.
There's nothing to connect. You generate the survey code in Simplesat and paste it into the Accelo email.
Before you start
You can add a survey to Accelo emails on every Simplesat plan.
Send surveys from Accelo
Simplesat has two Accelo options. Pick the one that matches the email the survey goes in:
Accelo Tickets, for ticket emails
Accelo Projects, for project emails
Use a separate survey for tickets and for projects, because each option uses its own Accelo variables. Placeholders and merge fields explains how placeholders work in every tool.
Accelo tickets
In Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Accelo Tickets.
Click Generate embed code.
Choose HTML and click Copy survey.
In Accelo:
Click Settings in the left-hand menu, then go to Tickets → Progressions & Fields.
Choose the ticket type, then the progression into the closed status, then its notification action.
Click the Source code button (
<>) in the toolbar under the Body.Paste the code where you want the survey to appear and click Ok.
Click Save.
To test it, create a ticket with yourself as the contact, close it, and click a rating in the email Accelo sends you.
Accelo fills in these variables:
What the link carries | Accelo variable |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer first name |
|
Customer last name |
|
Company name |
|
Team member |
|
Ticket fields, saved on the response |
|
Accelo projects
In Simplesat, follow the same steps, but choose Accelo Projects under Choose where to add your survey, then choose HTML.
In Accelo:
Click Settings in the left-hand menu, then go to Projects → Progressions & Fields.
Choose the project type, then the progression into the complete status, then its notification action.
Click the Source code button (
<>) in the toolbar under the Body, paste the code where you want the survey to appear, and click Ok.Click Save.
To test it, complete a project with yourself as the contact and click a rating in the email Accelo sends you.
Accelo fills in these variables:
What the link carries | Accelo variable |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer first name |
|
Customer last name |
|
Company name |
|
Team member |
|
Note: The project link doesn't include the contact's email address. It uses an address made from the contact's first and last name instead, such as [email protected], and project responses are linked to a customer with that address.
Troubleshooting
Some of my Accelo ticket survey links don't work
Each Accelo Tickets rating link includes the ticket's whole description, from [issue.description]. If the description is long or has links or formatting in it, the links for that ticket can break.
To fix it, open the source code of the Ticket Closed Notification in Accelo and remove &t_description=[issue.description] from each rating link. Responses won't include the description after that, but the other ticket details still come through.
My Accelo survey link says "There's no rating to provide at this URL."
Accelo didn't fill in the ticket or project ID. Check the link in an email Accelo sent. You'll see [issue.id] or [job.id] still in it, or %5Bissue.id%5D where [issue.id] should be.
Accelo only fills in a variable that's written with plain square brackets. Copy the code from Simplesat again and paste it in the Source code view so the brackets stay as they are.
Test with an email Accelo sends for a real ticket or project, not a preview.
FAQ
Do I need to connect Accelo to Simplesat?
No. You paste the survey code into the Accelo email.
Do I need to update the code in Accelo when I change the survey?
For some changes, yes. The code in Accelo stays the same when you change the survey. If you change the survey's metric question, or its rating choices, icons or labels, generate the code again and replace it in Accelo. External email embed lists which changes need new code.
Why do my Accelo project responses show an @noemail.com address?
The Accelo Projects link doesn't include the contact's email address, so it uses an address made from the contact's first and last name instead, such as [email protected].
Who is the team member on an Accelo response?
It's the ticket's or project's manager in Accelo, by name, without an email address.