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

In this article:


Create your survey

First, create a new survey.

Customize the survey settings, then choose the Integrate with another tool option in the Publish section.

Select Freshservice in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option. Then, click Copy survey.

Freshservice email placeholders

These are automatically included when you generate a Freshservice embed code, but here they are just in case. 😉

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.requester_id}}

Ticket Subject

{{ticket.subject}}

Ticket Group

{{ticket.group.name}}

Custom ticket fields

Ticket Impact

{{ticket.impact}}

Ticket Priority

{{ticket.priority}}

Ticket Source

{{ticket.source}}

Ticket Status

{{ticket.status}}

Ticket Sub-Category

{{ticket.sub_category_def}}

Ticket Type

{{ticket.ticket_type}}

Ticket Urgency

{{ticket.urgency}}

Click the Generate Embed Code button. Make sure you're on the HTML option. Then, click Copy survey.


Add your survey to Freshservice

Canned Responses

Head over to your Freshservice account, and navigate to Admin > Canned responses > New Canned response.

In the email template, right-click your mouse, and click Inspect.

Click a space where you want the survey to be embedded > Edit as HTML > Paste the HTML codes that you copied from your Simplesat account.

Click Save.

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! 😉


Scenario Automations

Head over to your Freshservice account, and navigate to Admin > Scenario Automations > New Rule > Add action: Set Status as Resolve > Add action: Send Email to Requester.

In the email template, right-click your mouse, and click Inspect.

Click a space where you want the survey to be embedded > Edit as HTML.

Paste the HTML codes that you copied from your Simplesat account.

Click Save.

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! 😉


Signature

Head over to your Freshservice account, and navigate to Profile Settings > Signature.

In the email template, right-click your mouse, and click Inspect.

Click a space where you want the survey to be embedded > Edit as HTML > Paste the HTML codes that you copied from your Simplesat account.

Click Save.

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! 😉

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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