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

Create your survey

First, create a new survey.

Customize the survey settings, then choose the Generic Embed option in the Publish section.

Enter the Freshservice's placeholders into the fields:


Freshservice email placeholders

  • Team Member Email - {{ticket.agent.email}} 
  • Team Member ID - {{ticket.agent.id}} 
  • Team Member First Name - {{ticket.agent.firstname}} 
  • Team Member Last Name - {{ticket.agent.lastname}} 
  • Customer Email - {{ticket.from_email}} 
  • Customer ID - {{ticket.requester.id}} 
  • Customer First Name - {{ticket.requester.firstname}} 
  • Customer Last Name - {{ticket.requester.lastname}} 
  • Company Name - {{ticket.department}} 
  • Ticket ID - {{ticket.original_id}} 
  • Ticket Subject - {{ticket.subject}} 

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 Freshservice

Navigate to Admin > General Settings and select Email Notifications.

Go to the Tickets tab and select the Agent solves the Ticket under Requester Notification.

Switch to the HTML mode. Find the place where you'd like to insert the survey and paste the HTML survey you copied.

The survey icons will have a table format and will look like this:

To remove the table format, you will need to copy and paste each individual icon outside of the table. This will preserve the survey link and all of the formatting attached to the image.

Click on each image to check and make sure that the survey links are correct. Click Save and you're done! 😉

Test new ratings

Create a test ticket with yourself as the requester. Solve it and click a rating in an email. Once you do, new feedback should instantly show up in your Simplesat dashboard.

🎉 

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