Simplesat allows you to create a CSAT, CES, or NPS survey that you can embed directly in Atera's email notifications templates.
In this article:
Create your survey
First, create a new survey.
Customize the survey settings, then choose the Integrate with another tool option in the Publish section.
Select Atera in the pop-up box.
Click the Generate Embed Code button. Make sure you're on the HTML option. Then, click Copy survey.
Atera email placeholders
These are automatically included when you generate an Atera embed code, but here they are just in case. 😉
Team Member Email
Team Member ID
Team Member First Name
Team Member Last Name
Customer First Name
Customer Last Name
Note: Atera doesn't have team member and customer email placeholders. As a workaround, we're using the first name and last name placeholders, and @email.com to capture the data.
Add your survey to Atera
Head over to your customer account and navigate to the Admin Panel > Customer Facing > Email Templates.
You can either create a new template or edit an existing template.
In the email template, right-click your mouse, and click Inspect.
Click a space where you want the survey to be embedded > Edit as HTML > Paste the HTML codes that you copied from your Simplesat account.
Note: This is a hacky way to paste the HTML survey as there's no option to switch to a source code. If editing HTML is not your forte, you can schedule a demo with us, so we can have this set up for you. 😉
You can follow the same steps when adding the survey to signatures, Quick Reply Template, and other email notification templates.
Create an Automation - Ticket Resolved Email with the survey
Head over to your customer account and navigate to Admin Panel > Basic Setup > Ticket Automation Rules.
Go to Conditions > Status Equals Resolved.
Next, set the Actions to Send an Email to Contact > Select the template you've created with the survey added. In this example, we used the Ticket Resolved template. Click Save and you're done! 🥳
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. 🙌