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

Create a your survey

First, create a Generic Embed survey. 

Customize the survey settings, and add Freshservice's email placeholders in the Embed Code section.

Freshservice email placeholders

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

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

Add your survey to Freshservice

In the Admin section, navigate to Email Notifications.

Choose the Agent solves the Ticket option in the Requester Notifications tab.

Switch to the HTML mode and find the place where you'd like to insert the survey.

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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