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

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 Accelo's placeholders into the fields:

Accelo email placeholders

  • Team Member Email - NA 
  • Team Member ID - NA 
  • Team Member First Name - [issue.manager.firstname]@example.com 
  • Team Member Last Name - [issue.manager.lastname] 
  • Customer Email - [issue.contact.email] 
  • Customer ID - NA 
  • Customer First Name - [issue.contact.firstname] 
  • Customer Last Name - [issue.contact.lastname] 
  • Company Name - [issue.company.name] 
  • Ticket ID - [issue.id] 
  • Ticket Subject - [issue.subject] 

Populating the Team Member Email Address field

Accelo doesn't include Team Member Email Address as a merge tag. Simplesat needs this email as a team member's unique ID. In order to get around this, you need to "hack" this field by adding a value such as [issue.manager.firstname]@example.com . The email address doesn't need to be valid, just unique.

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 Accelo

In the Admin section, navigate to Tickets > Types, Progressions & Fields.

Find the activity that sends an email to the contact once a ticket is resolved.

On the Edit Activity Action page, click the Source code icon in the toolbar.

Paste your survey's HTML code where you'd like the question to appear and click Ok.

You may find that the rating images are too large, like this:

To fix, click on each image and then Custom size to set dimensions. Choose 60 x 60 for width and height. 

Once you're happy with how the survey looks, save the status.

Note: The Staff Member access in Accelo do not, or are not allowed to get emails from Accelo, so you'd need to test the survey using different access (normal user access). Otherwise, the information wouldn't populate in the 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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