A response in Simplesat can be linked to the customer who answered, the ticket it came from and the team member it's credited to, who is usually the agent on the ticket. For a survey sent from your helpdesk, PSA or CRM, your tool puts them on the survey link. Simplesat uses what's on the link when the customer clicks a rating. A pull integration can add or replace any of them from the ticket afterward.

If a response is missing one of these, or has the wrong one, start by looking at what your tool put on the link.

What goes on the link depends on your tool. Placeholders and merge fields lists what each tool can send.

A pull integration, if one is on for the survey, goes back to your tool after the response arrives, reads the ticket and adds what it finds. Each tool's pull has its own name, such as Sync ticket details from Zendesk or Intercom's Pull conversation details.

Integrations run when a response arrives. They run again when the customer answers through the survey link or someone edits the rating in the app. They don't run when the ticket changes later, when you pick a different team member in the app, or when someone edits a response through the API.

To see what a response is linked to, open it. The Ticket panel shows the ticket ID, the ticket subject and the team member.

Simplesat knows a customer by their email, and the email is the only value on the link that identifies them. Your tool can also send a name, a company and a customer ID, but Simplesat keeps those only when an email comes with them.

The response belongs to the customer whose email is on the link, no matter who clicks. A rating from a colleague on CC, from someone the email was forwarded to, or from an email security scanner all count as that customer's.

Each email address is one customer in your workspace, and their responses always show the name and company Simplesat has for them now. If a survey from any tool later sends a different name or company for the same email, it changes on every one of that customer's responses, older ones included. Customers explains how customer records work.

Responses and notification email subjects show the customer's name, or their email if there's no name. If the customer has a company, it follows the name, as in "Dana Ruiz at Northwind".

Most pull integrations make the ticket's contact the customer instead, as long as that contact has an email. Intercom's Pull conversation details does the same with the conversation's contact, and updates their name and company.

When a response arrives without a valid customer email, Simplesat keeps it with no customer and labels it Anonymous. This happens when your tool doesn't fill in the email merge field, sends it blank, or sends a name and company with no email.

On Generic Embed and web embed surveys, you can ask customers for their details instead. The survey's Configure page has Capture customer information from anonymous surveys, with these settings:

Surveys sent by email don't have these settings, and neither do surveys set up for a specific tool on the Publish page, such as Zendesk or Freshdesk. On those surveys, a response without an email arrives as a normal, visible response.

Your tool puts the team member on the link when it sends the survey. The response credits whoever had the ticket at that moment, unless a pull integration changes it. If the customer comes back and answers again, the link still credits the same person.

Simplesat recognizes a team member by email or ID, never by name:

Team members aren't Simplesat users and never sign in. Simplesat creates one the first time a survey identifies them, and you can add one yourself with New team member on the Team members page. For more on these records, see Team members.

Whenever your tool sends an agent's name, it replaces the name Simplesat has stored. A name you change in Simplesat stays until the next response that brings that agent's name with it.

Some tools don't send a team member email or ID by default, so their responses arrive with no team member. These include Aircall, Crisp, eDesk, Gladly, Intercom, LogMeIn Rescue, Odoo Helpdesk, SolarWinds, Sprout Social, SugarCRM, TOPdesk and Xurrent. A survey's embed code shows exactly what its link sends.

Several of these tools have a pull integration that adds the team member afterward, such as Gladly's Pull conversation data. In Intercom, Pull conversation details makes the teammate assigned to the conversation the primary team member, with the role Assignee. If no one is assigned, the pull saves the last person who closed the conversation, with the role Closed by. It skips teammates with no email, and it overwrites their names with the ones in Intercom.

Each team member on a response has a role, named after the field it came from in your tool:

The primary team member shows as Team member in the Ticket panel, and that's the only line you can edit. Every other role gets its own read-only line, such as Assignee.

Here's how that looks on a Zendesk ticket assigned to Priya. Her customer's rating arrives with Priya as the team member, in the role Assignee. If you then change Team member to Sam, Sam becomes the primary team member. The Assignee line still names Priya, and so does the Assignee (Collaborator) column in exports.

A response holds one team member per role. A later answer can bring a different agent in the same role, for example when the survey goes out again after the ticket was reassigned. When that happens, the new agent takes over the role.

Exports include the primary team member's name, email and external ID, plus a column for each role from your tool.

You need the Edit team members permission, which Owner, Admin and Manager have by default.

Simplesat saves your choice with the role Manually assigned and makes them the primary team member. Without a pull integration, later answers through the survey link don't undo it. Their agent is added as a non-primary team member.

Where you set up a pull depends on the tool. Some pulls have a When should this integration run? setting on the Integrations page, and that setting picks the surveys:

Pulls without this setting run on every survey for their tool.

You turn on Intercom's Pull conversation details for each survey, on that survey's Publish page under Configure integrations. It runs only for a survey card answered inside a conversation, whoever sent the card.

Each pull integration's page in Simplesat lists what it reads from your tool, and so does our help article for that tool. Every time a pull runs, it replaces the ticket details and team members Simplesat had for the response with what it reads.

Simplesat keeps one response per ticket for each survey. When a customer answers the same survey on the same ticket again, their new answer updates the response they already have, and the survey's integrations run again. A different survey on that ticket gets a response of its own.

The ticket ID is what makes this work. If the link doesn't have one, every click makes a new response.

Whether a ticket that's reopened and closed again gets another survey is up to the tool or automation that sends it, not Simplesat.

Ticket IDs in Simplesat can link straight to the ticket in your helpdesk. The link shows in the response's Ticket panel, in notification emails, and in Slack and Microsoft Teams messages.

Simplesat fills in only {{ ticket_id }}, with the response's ticket ID, and {{ customer_id }}, with the customer's external ID, or nothing if they don't have one.

Those responses reached Simplesat without a valid customer email, so it had no one to link them to. Your tool may not be filling in the email merge field, it may be sending the field blank, or it may be sending a name and company without an email. Open the survey's embed code to see what its link sends, and make sure your tool fills in the customer's email. On Intercom surveys with Pull conversation details on, also check that the conversation's contact has an email in Intercom.

If there's no team member, your tool sent no agent email or ID. It may have sent only a name, or an email that isn't a valid address, and some tools don't send an agent at all by default. Open the survey's embed code to see what its link sends.

If it's the wrong person, the response credits whoever your tool had on the ticket when it sent the survey. A later answer with a different agent in the same role also replaces the earlier one. With a pull integration on, it's whoever your tool had assigned the last time the pull ran. To fix a single response, open it and click the pencil next to Team member in the Ticket panel. You need the Edit team members permission.

Look at which responses are missing one:

Check whether someone clicked Revoke access for your tool on the Integrations page. That switches off every integration for the tool. They stay off after you connect again, so click Activate integration on each one.

Also check whether an agent's email in your tool changed to one that isn't a valid address. Simplesat drops that agent from their responses.

If attribution comes from a pull integration, check that the account used to connect your tool can still read the tickets.

If none of these explains it, contact us with one affected response. We keep each integration's log for 30 days, so for a response from that period we can read the log and re-run the integration.

Someone may have clicked Revoke access for the tool. That switches off every integration for it. They stay off after you connect again, so click Activate integration on each one. Responses that arrived while an integration was off aren't sent to it when you turn it back on.

It can also happen when the account used to connect your tool can no longer read those tickets, so check that account's permissions.

Your tool credits whoever is assigned when it sends the survey. If a bot or automated workflow still holds the conversation at that point, the bot gets the credit. In Intercom, a survey card sent by Fin or a Workflow credits the bot.

A pull integration, such as Gladly's Pull conversation data, can credit the person instead. It reads who's assigned when the response arrives, not when the survey went out, so if a person has taken over the conversation by then, the pull credits them. If the bot is still assigned, the pull credits the bot too.

In Intercom, turn on Pull conversation details on the survey's Publish page, under Configure integrations. It runs for any survey card answered inside a conversation, whoever sent the card, and credits the teammate assigned to the conversation, or the last person who closed it. It doesn't run for a card answered anywhere else, such as the Messenger Home, or for a survey sent as a text link.

To fix a response that already arrived, open it and click the pencil next to Team member in the Ticket panel. If a pull integration is on, it replaces that change the next time it runs.

Simplesat ties a response to a ticket through the ticket ID on the survey link. Without a ticket ID, every click makes a new response with no ticket to match, so check the survey's embed code for one. In Intercom, a survey sent as a text link isn't connected to the conversation at all. For what Simplesat writes back to the ticket, see Writing feedback back, and mapping the fields.

Any of these can cause it:

The customer's name and company show the customer as they are now, and a survey from another tool may have changed them since. Ticket fields come from the survey's link and its own tool's pull, never from another tool.

A pull reads the ticket when the response arrives. It reads it again only when the customer answers again or someone edits the rating in the app. Changes made to the ticket since then don't reach the response. For a response from the last 30 days, contact us and we'll re-run the pull.

Tags aren't one of the standard values a survey link sends. Your link can send your own ticket fields, though, and those appear with the ticket details on the response. Placeholders and merge fields explains how.

Changing Team member updates the primary team member. The role from your tool, for example Assignee, keeps the original agent. That's true in the Ticket panel and in the matching export column, such as Assignee (Collaborator). Reports built on that role column show the original agent too.

The tool or automation that sends the survey decides whether a ticket gets surveyed again, for example after it's reopened and closed. Check the conditions it uses to send. On the Simplesat side, repeat answers to the same survey on the same ticket update one response. Only a different survey on that ticket makes a second response.

Most integrations that send the survey send it once per ticket, so a reopened ticket that closes again gets no second survey. The HaloPSA, Cliniko, Front, Aircall, Twilio, Quo, Crisp and CloudRadial integrations, Zendesk's messaging integrations and the older Syncro integration don't keep track, so they survey a ticket each time it closes. For an email survey sent by one of those, the survey's Suppression period stops a second email to the same address within that period.

Your tool sent the word None or null as the customer's company instead of an empty value, and Simplesat stored it as the company name.

The link comes from the Ticket URL on the Configure page of the survey the response came from. That setting belongs to the survey, not to your tool's connection, and a duplicated survey starts with a copy of the original's. Open that survey's Configure page and check that {{ ticket_id }} sits where the ticket ID goes in your helpdesk's ticket address.

Without a pull integration, it's the one assigned when your tool sent the survey. If the customer answers again through the same link, the same person keeps the credit. With a pull integration on, it's whoever your tool has assigned when the response arrives. The pull runs again each time the response changes, such as when the customer answers again or someone edits the rating, and if the assignee has changed by then, it switches the credit to the new one.

The primary team member, who shows as Team member on the response and in the team member columns of exports. If you change the team member in the app, your choice becomes the primary team member. To report by team, put team members in groups.

Yes. In Simplesat, change the team member's name to their display name, and have your survey links send their email or ID but not their name. If a link also sends a name, it replaces the display name on the next response. Intercom's Pull conversation details overwrites names with the ones in Intercom.

The writeback integration decides what Simplesat writes to your tool's records. See Writing feedback back, and mapping the fields.

ConnectWise survey links send the team member's ID, and Simplesat saves that person with the role Owner.

To change who gets credited, use the Primary owner setting on Pull service ticket details and on Pull project ticket details. By default it's ticket owner, which credits the ticket's owner. Set it to most time entered to credit whoever logged the most time on the ticket. The ticket owner then stays on the response as a second team member, with the role Owner.

HaloPSA survey links send the assigned agent, as the team member's ID and first name. HaloPSA's Pull ticket details credits that same agent, and nothing credits the primary resolver. To credit someone else on a response, open it and click the pencil next to Team member in the Ticket panel. If Pull ticket details is on, it replaces that change the next time it runs.

Each pull integration's page in Simplesat lists what it reads from your tool, and so does our help article for that tool. Every time the pull runs, it replaces the ticket details and team members Simplesat had for the response with what it reads.

Your survey link sends customer, ticket and team member values, and it can send your own ticket fields too. Placeholders and merge fields lists both.

The customer in Simplesat comes from the email on the survey link. A new email creates a new customer, whether or not your helpdesk has a matching contact.

One, if both answers are on the same survey with the same ticket ID. Without a ticket ID on the link, each click makes a new response.

Yes. A link for the same survey and ticket ID updates the existing response, and the survey's integrations run again.

Simplesat records both, each as its own response for the ticket. Whether a second survey goes out on one conversation is up to the tool or automation that sends it.

Not on one response. Re-rating through the same survey and ticket replaces the original rating on that response. To keep both, send the second as a different survey so each arrives as its own response.

The team member, yes. Open the response and click the pencil next to Team member in the Ticket panel. For a value an integration brought in from the ticket, correct it in your tool and ask us to re-run the response. We can do that for responses from the last 30 days.

Yes. Set the Ticket URL on the survey's Configure page, under Open tickets directly in your helpdesk.

No. Replace the ticket ID with {{ ticket_id }}. Simplesat fills in only {{ ticket_id }} and {{ customer_id }}, not your helpdesk's merge fields.