Simplesat allows you to create a CSAT or NPS survey that you can embed directly in ServiceNow's email notifications templates.

Create your 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 ServiceNow's placeholders into the placeholder fields:

ServiceNow email placeholders:

  • 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_number}

  • Ticket Subject - ${short_description}

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

Add your survey to ServiceNow

Head over to 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, and Save.

Next, switch it back to see the survey preview.

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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