With a Simplesat survey in your HelpDesk email template, every rating a customer gives arrives already matched to its ticket. HelpDesk fills in the ticket ID, the subject and the agent who handled it as each email goes out.
There's nothing to connect. You generate the survey code in Simplesat and paste it into the template.
Before you start
The HelpDesk survey is available on every Simplesat plan.
Send surveys from HelpDesk
First, get the code in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose HelpDesk.
Click Generate embed code.
Choose HTML and click Copy survey.
Then add it to a HelpDesk email template:
Go to Settings → Email template.
Open the template your team uses, or click Create email template and choose the HTML editor. The code goes in a template built in the HTML editor.
In the HTML version, paste the code where you want the survey to show.
Check that Email template status shows OK. HelpDesk needs both an HTML and a plain-text version of the template, each with the Message variable.
Save the template.
The survey is in the replies of every team that uses the template. That means the teams it's assigned to, plus every team without a template of its own if you set it as the default.
Those teams send it in every reply, not only when a ticket is solved. Because the rating link carries the ticket ID, a customer who rates again on the same ticket updates their response instead of adding a second one.
Tip: To see how the survey looks, open the template's preview. To test it, reply to a ticket where you're the requester and click a rating in the reply. The response shows up in Simplesat with that ticket's ID.
HelpDesk fills in these variables in every rating link when it sends the email:
What the link carries | HelpDesk variable |
Ticket ID |
|
Ticket subject |
|
Customer first name |
|
Customer email |
|
Team member ID and first name |
|
Heads up: The customer email is made up. It's the requester's name followed by @email.com. A requester named Jane Doe, for example, comes in as [email protected]. It isn't a real address.
Here's how customers and team members show up in Simplesat:
The requester's full name goes in as the customer's first name.
Two requesters with the same name come in as the same Simplesat customer.
The team member is identified by the agent's name only, with no email.
Placeholders and merge fields explains how placeholders work in every tool.
The code in the template doesn't change when the survey does. If you change the survey's metric question, its rating choices, icons or labels, generate the code again and replace it in the template. External email embed lists which changes need new code.
Troubleshooting
My HelpDesk responses show a customer email ending in @email.com
The HelpDesk survey link builds the customer email from the requester's name followed by @email.com. It's a made-up address, not the customer's real one. Each response still has the requester's name and the ticket ID, and you can use the ticket ID to find the ticket and the customer in HelpDesk.
The survey doesn't show in some HelpDesk replies
The survey only shows in replies from teams that use the template you pasted it into. In HelpDesk, assign that template to the other teams, or set it as the default for teams without a template. Also check that the code is in the HTML version of the template.
My HelpDesk replies still show the old survey after I changed it
The code in a HelpDesk template is a copy and doesn't update when you change the survey. Generate the code again in Simplesat and replace the old code in the template. Emails you've already sent keep the old survey.
FAQ
Do I need to connect HelpDesk to Simplesat?
No. The survey works from the code in your HelpDesk email template.
Will customers get the survey in every reply?
Yes, in every reply from the teams that use the template. A customer can rate at any point, and a later rating on the same ticket updates their response.