If CodeTwo manages your team's email signatures, you can put a Simplesat survey in them. Every email your team sends then carries the survey's rating choices. CodeTwo fills in the sender and the recipient, so each response tells you which customer rated and which team member sent the email.
There's nothing to connect. You generate the code in Simplesat and paste it into a CodeTwo signature.
Before you start
The CodeTwo survey is available on every Simplesat plan.
The survey has to go in a server-side signature rule in CodeTwo Email Signatures 365. CodeTwo fills in the recipient's address only in server-side rules, so a survey in a client-side signature can't tell Simplesat who the customer is.
Send surveys from CodeTwo
In Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose CodeTwo.
Click Generate embed code.
Choose HTML and click Copy survey. The CodeTwo option has no Visual output.
In CodeTwo, at app.codetwo.com:
Create a server-side signature rule, or open an existing one.
In Senders, choose who sends the survey. In Recipients, choose which emails get it, for example only emails to external recipients.
In Design, click Edit signature and open the signature template.
Click where the survey should go, click HTML snippet, paste the code into Insert HTML snippet, and click Insert.
Save the template, then click Save & Publish.
To test it, send an email from a sender in the rule to another address you can read, and click a rating in the email that arrives. The response appears in Simplesat from that address.
When CodeTwo adds the signature, it fills in these placeholders in every rating link:
What the link carries | CodeTwo placeholder |
Customer email |
|
Team member email |
|
Team member first name |
|
Team member last name |
|
The links carry no ticket ID, so each click is a new response. If you're new to placeholders, Placeholders and merge fields covers how they work in every tool.
Heads up: The code in the signature doesn't change when the survey does. After you change the survey's metric question, its rating choices, icons or labels, generate the code again and replace it in CodeTwo. The full list of changes that need new code is in External email embed.
Troubleshooting
My CodeTwo responses come in as anonymous
Simplesat saves the customer's email when CodeTwo fills in {Recipient address} with a valid address. That depends on the signature:
It's in a server-side rule. CodeTwo fills in the recipient only there.
Every rating link has
customer_email={Recipient address}, spelled exactly, with one pair of braces. An extra brace, as in{Recipient address}}, leaves the placeholder unfilled.
To check an email that's already been sent, hover over one of its rating links without clicking it (a click records a rating), and confirm customer_email holds the recipient's address.
Fixing the signature doesn't change emails that already went out. They still carry the old links, so responses to them stay anonymous.
My CodeTwo responses show our team member's email as the customer
That sender's signature has the wrong placeholder in its links. In every rating link in that signature, customer_email should be {Recipient address} and team_member_email should be {E-mail}. Fix the signature, or paste in a fresh copy of the code, then send a new test email.
My signature still shows the old survey after I changed it
The code in a CodeTwo signature is a copy, and it doesn't update when the survey changes, for example when you add text labels under the rating icons. Generate the code again, replace it in the signature template, and click Save & Publish.
I get ratings that nobody remembers giving
Some mail security scanners open all the links in an email, including the rating links, and each one they open can record a rating under the recipient. Every rating click gets an automatic spam check, but some automated clicks get through. For ways to deal with them, see External email embed.
FAQ
Do I need to connect CodeTwo to Simplesat?
No. There's no CodeTwo integration to connect. The survey works from the code in the signature.
Can I add another detail from CodeTwo, like the sender's city?
Yes. Before you paste the HTML, add a ticket field to every rating link, with a CodeTwo placeholder as its value, for example &t_city={City}. CodeTwo fills it in when it adds the signature, and the value shows in the response's details. There's more on custom fields in External email embed.
Can our team members rate themselves from their sent emails?
Yes. A rating link works for anyone who clicks it, the sender included. There's no setting to stop that, but each response records an IP address, which you can see on the response. To find ratings that came from your own office, filter Feedback by IP address.
Can I stop a customer from rating more than once?
No. Signature links carry no ticket ID, so each click is a new response.