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

In this article:


Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select Salesforce Classic in the pop-up box.

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


Salesforce Classic email placeholders

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

Team Member Email

{!Case.OwnerEmail}

Team Member ID

{!Case.OwnerId}

Team Member First Name

{!Case.OwnerFirstName}

Team Member Last Name

{!Case.OwnerLastName}

Customer Email

{!Contact.Email}

Customer ID

{!Contact.Id}

Customer First Name

{!Contact.FirstName}

Customer Last Name

{!Contact.LastName}

Company Name

{!Case.Account}

Ticket ID

{!Case.CaseNumber}

Ticket Subject

{!Case.Subject}

Learn more about Visualforce Email Templates in Salesforce Classic.

Note: You can also check the available merge fields by clicking the merge field picker icon on Salesforce.


Add your survey to Classic Custom email & send on case-closed status

Head over to your Salesforce account, and navigate to Setup > type Classic Email on the Quick Find/Search.

Click on the Classic Email Templates > New Template > Custom (without using Classic Letterhead).

Select the appropriate folder and enter the name. description and subject line for the email template then click on Next.

Configure your email layout.

Paste the survey embed where you'd like it to appear.

Save the survey, and test it using the Send Test and Verify Merge Fields button:

Note: In order for the email to be sent on case closure, it needs to be configured under Support Settings as the Case Close Email Template. When closing a ticket, you will also need to make sure the Send Notification Email to Contact checkbox is both visible and checked in order for the email to send. If it's not visible in the Case Close page layout you may need to add the checkbox to the Case Close Page layout.


Add your survey to Salesforce Classic (Visualforce)

Head over to your Salesforce account, and navigate to Setup > type Classic Email on the Quick Find/Search.

Click on the Classic Email Templates > New Template > Visualforce.

Select the appropriate folder and enter the name. description and subject line for the email template then click on Next.

For the email content, change the messaging:plainTextEmailBody to messaging:htmlEmailBody for both the opening tag and the closing tag. Your empty template should now look like this:


Now, we are ready to paste in the HTML survey embed and add whatever other content is appropriate for your notification email.

If you're getting this error when trying to save the notification template:

You need to add the </img> end tag on every section that contains the <img> as, by default, the survey embed code doesn't contain this tag.

If you're getting this error when trying to save the notification template:

You need to add relatedToType="Case"> on the first line for the survey email template that will be associated with a case.


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. 🙌

See also:

📖 Add a Simplesat survey to Salesforce Lightning Experience

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