Simplesat allows you to create a CSAT, CES, or NPS survey that you can embed directly in ServiceNow email templates.

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 ServiceNow on the pop-up box.

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


ServiceNow email placeholders

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

Team Member Email

${assigned_to.email}

Team Member ID

${assigned_to.user_name}

Team Member First Name

${assigned_to.first_name}

Team Member Last Name

${assigned_to.last_name}

Customer Email

${caller_id.email}

Customer ID

${caller_id.user_name}

Customer First Name

${caller_id.first_name}

Customer Last Name

${caller_id.last_name}

Company Name

${caller_id.company.name}

Ticket ID

${task_effective_name}

Ticket Subject

${short_description}

Custom ticket fields

Ticket Group

${category}

Incident Severity

${severity}

Incident Priority

${priority}


Add your survey to ServiceNow

Head over to your ServiceNow account and find the email template where you want the survey to be added.

To send out on closed-tickets, the default notification would be Notification - Incident Resolved. From the sidebar, navigate to System Notification > Email > Notifications

Click the name of the notification template, and select the What it will contain tab to edit the content of the template.

In the Message HTML section, change it over to source code by clicking the source code icon, paste the HTML survey code that you copied.

Click Ok to preview the survey.


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. 🙌

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