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

In this article:

Create your survey
ServiceNow email placeholders
Add your survey to ServiceNow
Enable email sending in ServiceNow
Test the survey

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_number}`
Ticket Subject	`${short_description}`

Custom ticket fields

Ticket Group	`${category}`
Incident Severity	`${severity}`
Incident Priority	`${priority}`

Add your survey to ServiceNow

To send out a survey on incident closure go to all > system notifications > email > notifications.

The email notification that gets sent when an incident gets marked as resolved is called incident resolved, but feel free to pick a different notification if you'd like to send a survey on a different trigger.

Next, go to the what it will contain tab.

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

Save the survey by pressing Save.

The survey should now show up in the email notification preview.

Lastly, click update in the top right corner of the page.

Enable email sending in ServiceNow

In case you haven't do so already, outbound email sending needs to be enabled and set up in ServiceNow.

Check whether or not email sending is working by going to all > system diagnostics > email diagnostics.

A red cross means email sending isn't working yet.

Enable outbound emails by going to all > system mailboxes > administration > email properties.

Enable email sending, then click save.

And set up an email account under all > system mailboxes > administration > email accounts.

Finally, go back to all > system diagnostics > email diagnostics.

A green checkmark means email sending is now working.

Try it out!

Create a test incident with yourself as the caller. 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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