You can add a Simplesat survey to the email SuiteCRM sends a contact when their case is closed. SuiteCRM fills in the case, the contact and the assigned user, so each response comes in linked to all three.

There's nothing to connect. You copy the survey's code from Simplesat and paste it into the closure email template in SuiteCRM.

Before you start

Adding a survey to SuiteCRM works on every Simplesat plan.
In Simplesat, you need the Manage surveys permission to set a survey's delivery method. Owner and Admin have it by default.
In SuiteCRM, you need to be an administrator to open Case Module Settings.
SuiteCRM sends the closure email only when Enable Case Automations is on, in Admin → Case Module Settings. It's on by default.
The case needs a contact with an email address, because that's who SuiteCRM sends the closure email to.

Send surveys from SuiteCRM

First, copy the survey in Simplesat:

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose SuiteCRM.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.

Then add it to the closure email in SuiteCRM:

Go to Admin → Case Module Settings.
Under Email Settings, find Case Closed Email Template. It's Case Closure unless you've changed it. Click Edit next to it.
In the template's editor, open Tools → Source code. The whole template opens as HTML in a window. Paste the code where the survey should go, for example at the end.
In the pasted code, replace every $contact_user_email1 with $user_email1, and every $acase_account_name with $contact_account_name.
In the Source code window, click Save, then click Save on the template.

Heads up: The code Simplesat generates uses $contact_user_email1, which is the email of the user the contact is assigned to, not the user the case is assigned to. It also uses $acase_account_name, which the closure email doesn't fill in. Step 8 swaps them for $user_email1, the case's assigned user, and $contact_account_name, the contact's account.

With those replacements in place, each survey link carries these SuiteCRM variables:

What the link carries	SuiteCRM variable
Ticket ID	`$acase_case_number`
Ticket subject	`$acase_name`
Customer email	`$contact_email1`
Customer first and last name	`$contact_first_name`, `$contact_last_name`
Company name	`$contact_account_name`
Team member email	`$user_email1`
Team member first and last name	`$user_first_name`, `$user_last_name`
Priority, saved as the ticket field `priority`	`$acase_priority`
Type, saved as the ticket field `group`	`$acase_type`

The ticket ID is the case number. Priority and type arrive as the labels SuiteCRM shows, such as High. If a contact clicks a second rating, Simplesat updates the same response.

For how placeholders work across tools, see Placeholders and merge fields.

Tip: To test it, create a case with yourself as the contact, assign it to yourself and close it. Click a rating in the email SuiteCRM sends you. The response shows up in Simplesat with the case number, your details and you as the team member.

Troubleshooting

My SuiteCRM responses are credited to the wrong team member

The survey code still has $contact_user_email1, which is the email of the user the contact is assigned to, not the user the case is assigned to. To fix it, go to Admin → Case Module Settings in SuiteCRM, click Edit next to Case Closed Email Template and open Tools → Source code. Replace every $contact_user_email1 with $user_email1, then click Save in the window and on the template. Responses after that are credited to the case's assigned user.

My SuiteCRM responses show $acase_account_name as the company

SuiteCRM doesn't fill in $acase_account_name in the closure email, so the variable's name arrives in Simplesat as plain text. To fix it, go to Admin → Case Module Settings in SuiteCRM, click Edit next to Case Closed Email Template and open Tools → Source code. Replace every $acase_account_name with $contact_account_name, the contact's account, then click Save in the window and on the template.

My customers don't get the SuiteCRM closure email

Check that Enable Case Automations is on in Admin → Case Module Settings, and that the case has a contact with an email address. SuiteCRM only sends the email when a case changes to closed, so saving a case that's already closed won't send it.

FAQ

Does Simplesat have a SuiteCRM integration?

No. SuiteCRM has no page under Integrations in Simplesat, so there's nothing to connect. You add the survey to the closure email, and responses show up in Simplesat, not in SuiteCRM.

Do I need to update the code in SuiteCRM when I change the survey?

For some changes, yes. The code in the closure template doesn't change when the survey does. If you change the survey's metric question, or its rating choices, icons or labels, generate the code again, replace it in SuiteCRM and make the replacements from step 8 again. External email embed lists which changes need new code.

SuiteCRM integrations