A Simplesat survey can go in the emails RepairShopr sends your customers, and it works without connecting RepairShopr. Connecting adds ratings on your RepairShopr tickets and customers, follow-up tickets opened from feedback, and ticket details in Simplesat.

What the RepairShopr integrations do

Integration	Listed under	What it does	Where it shows
Update RepairShopr customer with latest Simplesat feedback	Survey integrations	Writes the customer's latest rating and sentiment to custom fields on their RepairShopr customer	The customer in RepairShopr
Create follow-up ticket in RepairShopr from Simplesat feedback	Survey integrations	Opens a new RepairShopr ticket from a response	A new ticket in RepairShopr
Pull ticket details from RepairShopr and sync to Simplesat	Ticket integrations	Adds the ticket, customer and assigned technician to the response	The response, in Simplesat
Add Simplesat feedback to RepairShopr ticket as comment	Ticket integrations	Adds the response to the ticket as a private comment	The ticket
Update RepairShopr ticket with Simplesat feedback	Ticket integrations	Writes the rating, sentiment and comment to custom fields on the ticket	The ticket

You switch on each integration separately with Activate integration. Each one has a single setting, When should this integration run?, where you can limit it to the surveys you choose. The ticket integrations run only on responses to surveys set to External email embed with the RepairShopr option.

Heads up: The integrations that write to a ticket, as a comment or in its fields, find the ticket by an ID that Pull ticket details from RepairShopr and sync to Simplesat saves on each response. Whenever you use either of them, switch that integration on too.

Before you start

The RepairShopr integrations are available on every Simplesat plan.
In Simplesat, you need the Manage integrations permission to connect RepairShopr and switch integrations on. Owner and Admin have it by default.
In RepairShopr, you need to be an admin to create the API token and the custom fields.

The API token needs these permissions:

Customers - List/Search
Customers - View Detail
Customers - Edit
Tickets - List/Search
Tickets - View Details
Tickets - Create
Tickets - Edit
Ticket Custom Fields - Manage

If your security team asks what a connected tool can read and write, point them to Integration security, permissions and data flow.

Connect RepairShopr

In RepairShopr, go to More → Admin → API Tokens and click New token.
On the Custom Permissions tab, select the permissions listed above.
Click Generate API Token and copy the token.
In Simplesat, open RepairShopr on the Integrations page and click Authenticate.
In Subdomain, enter the first part of your RepairShopr address. For acme.repairshopr.com, enter acme. In API key, paste the API token. Click Authenticate.
When the page shows Authenticated with RepairShopr, click Activate integration on each integration you want.

Before you rely on an integration, run a real ticket through it as described in Testing an integration end to end.

Send surveys from RepairShopr

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose RepairShopr.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.
In RepairShopr, go to More → Admin, and under Administration click PDF/Email Templates.
Open the email template that should carry the survey and click the Source icon.
Paste the HTML where you want the survey to appear, click Source again to check the preview, and save the template.
To test it, create a ticket with yourself as the customer and answer the survey from the email.

When RepairShopr sends the email, it fills in the placeholders in the survey links. That way each response comes in already linked to its ticket, customer and technician:

What the link carries	RepairShopr placeholder
Ticket ID (RepairShopr's ticket number)	`{{ticket_number}}`
Ticket subject	`{{ticket_subject}}`
Link to the ticket, saved as the ticket field `ticketUrl`	`{{ticket_url}}`
Customer email	`{{customer_email}}`
Customer name	`{{customer_full_name}}`
Company	`{{customer_business_name}}`
Team member ID (the technician's name)	`{{tech_name}}`

Heads up: Pull ticket details from RepairShopr and sync to Simplesat uses {{ticket_url}} to find the ticket. If the survey in your template doesn't include it, generate the embed code again and paste the new version in place of the old survey.

To see how placeholders work in other tools, read Placeholders and merge fields.

Feedback in RepairShopr

Simplesat writes to RepairShopr at least five minutes after a response arrives. It writes again whenever the response changes, for example when the customer answers another question later. Writing feedback back, and mapping the fields covers the timing in detail.

Create the custom fields in RepairShopr

The ticket and customer integrations write to custom fields that you create in RepairShopr first. They find each field by its name, so the names have to match exactly.

Ticket fields, for Update RepairShopr ticket with Simplesat feedback:

Simplesat rating
Simplesat sentiment
Simplesat comment

Customer fields, for Update RepairShopr customer with latest Simplesat feedback:

Latest Simplesat CSAT rating
Latest Simplesat NPS rating
Latest Simplesat CES rating
Latest Simplesat 5-star rating
Latest Simplesat sentiment

To create them:

In RepairShopr, go to More → Admin.
Click Ticket Custom Fields or Customer Custom Fields.
For ticket fields, pick the custom field type your surveyed tickets use, because a ticket shows the custom fields of its own type. To make a new type, click New Custom Field Type. Then click Manage Fields.
Click New Field and add each field as a text field.

Add Simplesat feedback to RepairShopr ticket as comment

This integration adds the full response to the ticket as a comment, with every question and answer. The comment's subject is New sentiment feedback from customer name. The comment is private, and the customer isn't emailed about it.

If the response changes later, Simplesat adds another comment.

Update RepairShopr ticket with Simplesat feedback

This integration writes these fields on the ticket:

the metric rating to Simplesat rating
the sentiment to Simplesat sentiment
the customer's comment on the metric question to Simplesat comment

The fields have to exist first, as described above.

Update RepairShopr customer with latest Simplesat feedback

This integration finds the RepairShopr customer whose email matches the customer email on the response. It writes the rating to the field for the survey's metric (an NPS survey writes to Latest Simplesat NPS rating), and it writes the sentiment to Latest Simplesat sentiment.

If the response has no customer email, or no RepairShopr customer has that email, nothing is written. This integration works without Pull ticket details from RepairShopr and sync to Simplesat.

Ticket, customer and technician details in Simplesat

Switch on Pull ticket details from RepairShopr and sync to Simplesat to take each response's details from the ticket itself instead of from the survey link. As soon as a response arrives, Simplesat looks up its ticket in RepairShopr and updates the response with:

the ticket's subject
these ticket fields:
- the ticket's RepairShopr ID, as id
- its number, as number
- its priority, as priority
- its problem type, as type
- the link to the ticket, as url
the ticket's contact as the customer, with their name, email and RepairShopr contact ID
the RepairShopr customer's business name as the company
the technician assigned to the ticket as a team member with the role Assignee, with their name, email and RepairShopr user ID

For how Simplesat links feedback to people and tickets in general, see Attribution: linking feedback to tickets, customers and agents.

Follow-up tickets in RepairShopr

Create follow-up ticket in RepairShopr from Simplesat feedback opens a new ticket for the RepairShopr customer whose email matches the customer email on the response. It opens a ticket for every response on the surveys you choose in When should this integration run?, whatever the rating. It has no sentiment setting.

The new ticket's subject is New sentiment feedback from customer name on ticket ticket ID, for example New negative feedback from Ana Lopez on ticket 10452. Its status is New and its problem type is Other. Its first comment holds every question and answer. That comment is private and isn't emailed to the customer.

If the response changes, Simplesat can open another ticket.

Follow-ups in general are covered in Creating a follow-up ticket from feedback.

Change the RepairShopr account or API token

To use a new API token, or to connect a different RepairShopr subdomain:

Note which integrations are on.
Click Revoke access.
Click Authenticate, enter the subdomain and token, then click Authenticate.
Click Activate integration on each integration you noted.

Your integrations keep their settings, and the survey code in your RepairShopr email templates keeps working.

Heads up: Responses that arrive before you click Activate integration aren't written to RepairShopr.

If the token is deleted in RepairShopr or loses a permission, the integrations stop, but the page still shows Authenticated with RepairShopr. Fix the token, then reconnect the same way.

Troubleshooting

Feedback doesn't show up on my RepairShopr tickets

Check each of these:

At least five minutes have passed since the response arrived.
Pull ticket details from RepairShopr and sync to Simplesat is on. The integrations that write to tickets find the ticket by the ID it saves.
The survey is set to External email embed with the RepairShopr option, and the survey in your email template includes {{ticket_url}}. If it doesn't, generate the embed code again and paste in the new version.
For ticket fields, the fields exist with the exact names, on the custom field type the ticket uses.
Each integration shows as active. If you've reconnected RepairShopr, click Activate integration on each one again.

If none of these explains it, contact us with the link to the response.

The Latest Simplesat fields on my RepairShopr customer stay empty

Update RepairShopr customer with latest Simplesat feedback writes only to fields named exactly Latest Simplesat CSAT rating, Latest Simplesat NPS rating, Latest Simplesat CES rating, Latest Simplesat 5-star rating and Latest Simplesat sentiment. Check the names in RepairShopr first.

It writes to the RepairShopr customer whose email matches the customer email on the response. If the response has no email, or no customer in RepairShopr has it, nothing is written.

I see two comments or two follow-up tickets for one response

The comment and follow-up integrations run when a response arrives, and again when it changes, for example when the customer answers another question later or changes a rating. Each run adds a comment or opens a ticket.

My RepairShopr integrations stopped working, but the page still says Authenticated with RepairShopr

Simplesat doesn't check the connection again after you connect. The integrations fail if the API token is deleted, the token loses a permission, or your RepairShopr subdomain changes. When that happens, the page still reads Authenticated with RepairShopr.

Fix the cause, then click Revoke access, then Authenticate, then Activate integration on each integration you use. If the page does show an error, look it up in Integration error messages and what they mean.

FAQ

Do I need to connect RepairShopr to send surveys?

No. The survey works in your RepairShopr email templates on its own. Connecting adds the comments, the ticket and customer fields, follow-up tickets and ticket details.

Can I open follow-up tickets only for negative feedback?

No. Create follow-up ticket in RepairShopr from Simplesat feedback has no sentiment setting. It opens a ticket for every response on the surveys you choose in When should this integration run?.

Does Simplesat create the custom fields in RepairShopr for me?

No. Create them yourself in RepairShopr, using the exact names listed in Create the custom fields in RepairShopr.