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Q360 integrations

Add a Simplesat survey to Q360 email alerts and get each response linked to its service call.

You can put a Simplesat survey in the emails from Q360's email alert templates, such as the one a caller gets when their service call is closed. Q360 fills in the call details, so each response comes in linked to the service call, the caller and their company. The call's CSR is recorded as the team member.

There's nothing to connect. You generate the survey code in Simplesat and paste it into a Q360 email alert template.

Before you start

The Q360 survey is available on every Simplesat plan.

Send surveys from Q360

In Simplesat:

  1. Create or open the survey and choose External email embed.

  2. Under Choose where to add your survey, choose Q360.

  3. Click Generate embed code.

  4. With HTML selected, click Copy survey.

In Q360:

  1. Open the email alert template that should carry the survey, such as the one sent when a service call is closed.

  2. Open the editor's HTML source view and paste the code where you want the survey to appear. If you paste it into the normal view, it goes in as text, and the email shows the code instead of the survey.

  3. Save the template.

To test it, create a service call with yourself as the caller and close it, then click a rating in the email you get.

Q360 fills in these variables in every rating link:

What the link carries

Q360 variable

Ticket ID (the call number)

{{CALLNO}}

Ticket subject

{{PROBLEM}}

Customer email

{{CALLEREMAIL}}

Customer first name

{{CALLER}}

Customer ID

{{CUSTOMERNO}}

Company name

{{COMPANY}}

Team member email

{{CSREMAIL}}

Team member ID

{{CSR}}

Ticket fields, saved on the response

{{CALLTYPE}}, {{PRIORITY}}, {{BRANCH}}, {{DEPARTMENT}}, {{DISPATCHQ}}, {{TECHASSIGNED}}, {{CATEGORY}}, {{SUBCAT}}

Placeholders and merge fields explains how placeholders like these work.

Troubleshooting

Q360 didn't fill in the call number. To confirm, look at the link behind a rating in the email. You'll see {{CALLNO}} where the number should be.

To fix it:

  • Make sure the survey is in a service call alert template. {{CALLNO}} is a service call field.

  • Test with the email for a real service call, not a preview.

FAQ

Do I need to connect Q360 to Simplesat?

No. The survey works from the code you paste into the email alert template.

Do I need to update the code in Q360 when I change the survey?

After some changes, yes. The code in your Q360 template stays as it was when you copied it, even when the survey changes. If you change the survey's metric question, or its rating choices, icons or labels, generate the code again and replace it in Q360.

External email embed lists which changes need new code.

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