You can put a Simplesat survey in the emails RangerMSP sends from its ticket email templates, including the alert a customer gets when their ticket is closed. RangerMSP fills in the ticket, its contact and the contact's company, so every response comes in linked to all three.
There's nothing to connect. You generate the survey code in Simplesat and paste it into a RangerMSP email template.
Before you start
The RangerMSP survey is available on every Simplesat plan.
To send the survey with RangerMSP's automatic closed-ticket alert, RangerMSP Alerts Server has to be activated.
Changing the alert's settings takes Sys Admin privileges in RangerMSP.
Send surveys from RangerMSP
First, get the survey code in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose RangerMSP.
Click Generate embed code.
With HTML selected, click Copy survey.
RangerMSP fills in these data fields in every rating link:
What the link carries | RangerMSP data field |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer ID |
|
Customer first name |
|
Customer last name |
|
Company name |
|
Team member first name |
|
Team member last name |
|
Team member email |
|
Team member ID |
|
Ticket fields, saved on the response |
|
Placeholders and merge fields explains how placeholders work in every tool.
Add the survey to a ticket email template
In RangerMSP, go to Settings → Email Templates.
Right-click the ticket template you want to start from and select Copy. RangerMSP's own templates can't be edited, so you'll make your changes in the copy.
Set Email Format to HTML, then paste the code into the contents where you want the survey to appear.
Click Send Test Email to see how the email looks.
On the Details tab, name the template, make sure Active is checked, and click OK.
Send it with the closed-ticket alert
Go to Tools → Options → Alerts to Customers.
Under Alerts About Tickets Being Closed, choose your template in Use Email Template.
Restart the RangerMSP Server service so the change applies right away.
To test it, close a test ticket that has your email address on its Email Recipients tab, then click a rating in the alert RangerMSP sends you.
Troubleshooting
My RangerMSP closed-ticket alert doesn't include the survey
The alert is still using another template. Go to Tools → Options → Alerts to Customers, choose your template under Alerts About Tickets Being Closed, and restart the RangerMSP Server service.
My RangerMSP email shows the survey as code
The template's Email Format is set to Text. Open the template, set it to HTML and save it.
My RangerMSP survey link says "There's no rating to provide at this URL."
RangerMSP didn't fill in the ticket number. To confirm, look at the link behind a rating in an email RangerMSP sent. If it still shows CMTLBLDATA_FLDTKTTICKETNO where the ticket number should be, the data field wasn't replaced.
Ticket data fields fill in only in a ticket email template, so make sure the survey is in one. Then test with an email RangerMSP sends for a real ticket.
FAQ
Do I need to connect RangerMSP to Simplesat?
No. The survey works from the code in your RangerMSP email template.
Who is the team member on a RangerMSP response?
The survey code takes the team member's name and email from RangerMSP's Current User fields, which hold the RangerMSP user who's logged in. It takes the team member ID from the nickname of the ticket's manager.
For the closed-ticket alert, which RangerMSP Alerts Server sends automatically, RangerMSP doesn't document whose details the Current User fields hold. Send one test survey through the alert and check which team member the response credits.
Do I need to update the code in RangerMSP when I change the survey?
After some changes, yes. The code in your RangerMSP template doesn't update when the survey does. If you change the survey's metric question, or its rating choices, icons or labels, generate the code again and replace it in RangerMSP.
External email embed lists which changes need new code.