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Including custom ticket and team member placeholder fields in a survey

Add any variable/placeholder/merge tag in rating URLs

Written by Simplesat

By default, Simplesat embed codes contain basic ticket and team member data, such as the ticket ID, team member email, or customer. 

It's possible to take advantage of additional fields you want to sync by inserting custom parameters in your rating URLs.

Here's how it works

You can see the fields your rating links are collecting in the parameters (stuff after the ? character in a URL).

For example, the rating link below contains the following parameters:

https://api.simplesat.io/api/rating/oWOpQtq9AfAZBvBtxX92HIrz-Ib3ivIIfSXK74CLkQg/1234/?source=generic_embed&[email protected] 


To add any custom fields, use the t_FIELD  prefix for fields that should be associated with the ticket, and tm_FIELD  prefix for fields that should be associated with the team member.

For example, let's say your helpdesk has a "Channel" field associated with tickets that could be values like phone, chat, email, or api. You could include a new parameter t_channel={{ticket.channel}} to send that information along to Simplesat. 

Working off the URL above, the new link would look like this:

https://api.simplesat.io/api/rating/oWOpQtq9AfAZBvBtxX92HIrz-Ib3ivIIfSXK74CLkQg/1234/?source=generic_embed&[email protected]&t_channel={{ticket.channel}} 

You'll know it's working when responses include your custom fields in the popup details:

Using these fields in CTA buttons

Any ticket field you send with t_ can also change where a call-to-action button sends that customer. This is called Dynamic CTA links.

Carrying on the channel example above and once your link carries t_channel=phone, you can write a button link like this:

https://example.com/feedback?channel={{ticket.channel}}

Simplesat swaps {{ticket.channel}} for phone when the confirmation page loads.

Two kinds of {{ }}

Two different systems do the substituting, at two different times.

Written as

Filled in by

When

Helpdesk placeholder

{{ticket.channel}}

Your helpdesk

When it builds the survey link

Link parameter

t_channel=phone

-

This is the result

Simplesat merge tag

{{ticket.channel}}

Simplesat

When the confirmation page loads

Two mistakes to avoid:

  • Leaving t_ off the link. ?channel=phone will not resolve — Simplesat only reads t_ parameters.

  • Putting t_ inside the merge tag. {{ticket.t_channel}} will not resolve either.

Team member fields do not work in buttons

Only ticket fields (t_) can be used in CTA button links. Team member fields (tm_) cannot.

Test before you send

If the value never arrives, Simplesat replaces the merge tag with nothing. The button still shows, but its link will be incomplete and the customer will land on an error page. Nothing warns you, so send yourself a test and click the button.

If you need any help with this at all, just start a chat with the Simplesat team and we'll be more than happy to help!


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