Simplesat allows you to create a CSAT or NPS survey that you can embed directly in a Gorgias macro or satisfaction survey.

First, create a new survey.

Customize the survey settings, then choose the Integrate with another tool option in the Publish section and select Generic Embed in the pop-up box.

Enter Gorgias' placeholders into the fields:

Gorgias placeholders:

  • Team Member Email - {{}}

  • Team Member ID - NA

  • Team Member First Name - NA

  • Team Member Last Name - NA

  • Customer Email - {{}}

  • Customer ID - NA

  • Customer First Name - {{ticket.customer.firstname}}

  • Customer Last Name - {{ticket.customer.lastname}}

  • Company Name - NA

  • Ticket ID - {{}}

  • Ticket Subject - {{ticket.subject}}

Learn more about Gorgias Macro placeholders/variables.

Once you have the placeholders filled in, click Generate Embed Code. Make sure you're on the HTML option, then click Copy survey.

You just need this part of the survey embed code:

You can also just copy this string and insert your survey token and replace the rating value. TOKEN/?source=generic_embed&customer_email={{}}&customer_first_name={{ticket.customer.firstname}}&team_member_email={{}}&ticket_subject={{ticket.subject}}

Add your survey to Gorgias Macro

  1. In your Gorgias account, navigate to your Settings > Macros > Create macro

Note: Gorgias doesn't support HTML images yet, so we'll be using emojis instead of the survey icons.

2. Add the rating text and icons into the field.

3. Highlight the text and icon and click on the Insert link button.

4. Paste the survey rating URL and click on the Insert Link button to save.

Repeat steps 2 - 4 for the remaining rating icons. Make sure to replace the rating value to match the sentiment, and that the survey URL format is correct.

Note: Follow the same steps if you want to add the survey into Gorgias Satisfaction and replace the native survey. Once you've successfully added it, set the trigger condition and you're good to go!

Try it out!

Create a test ticket, and set yourself as the requester. Add the Macro survey template into your ticket response, and send the email. Check your email inbox, 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. 🙌

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