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osTicket integrations

Add a Simplesat survey to an osTicket canned response and send it in your ticket replies.

You can save a Simplesat survey as an osTicket canned response and insert it into your replies. When you insert it, osTicket fills in the ticket, the customer and the assigned agent, and each response reaches Simplesat with those details. You don't need to connect anything.

Before you start

Adding a survey to osTicket works on every Simplesat plan. You'll also need:

  • The Manage surveys permission in Simplesat, to set the survey's delivery method. Owner and Admin have it by default.

  • Enable Rich Text turned on in osTicket, under Admin Panel → Settings → System. Without it, osTicket inserts canned responses as plain text and the survey loses its rating icons.

  • Canned responses turned on in osTicket (Enable Canned Responses, in the Knowledgebase settings), and the Premade permission on your osTicket role. You need both to add a canned response.

Send surveys from osTicket

Start in Simplesat:

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

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

  3. On Publish, click Generate embed code.

  4. Choose HTML and click Copy survey.

Then in osTicket:

  1. Go to Knowledgebase → Canned Responses and click Add New Response.

  2. Enter a Title, such as Survey.

  3. In Canned Response, switch the editor to its HTML view and paste the survey. Then switch back to make sure the survey looks right.

  4. Click Add Response.

To send the survey, open a ticket and pick your canned response from Select a canned response above the reply box. osTicket fills in the variables from that ticket when it inserts the survey.

The survey links carry these osTicket variables:

What the link carries

osTicket variable

Ticket ID

%{ticket.id}

Ticket subject

%{ticket.subject}

Customer email

%{ticket.email}

Customer first and last name

%{ticket.name.first}, %{ticket.name.last}

Team member email

%{ticket.staff.email}

Team member first and last name

%{ticket.staff.name.first}, %{ticket.staff.name.last}

Status, saved as the ticket field status

%{ticket.status}

Priority, saved as the ticket field priority

%{ticket.priority}

Date created, saved as the ticket field dateCreated

%{ticket.create_date}

Date closed, saved as the ticket field dateClosed

%{ticket.close_date}

Assigned agent or team, saved as the ticket field assignedAgent

%{ticket.assigned}

osTicket takes these values from the ticket as it is when you insert the canned response. The team member is the agent the ticket is assigned to at that point. The date closed is only filled in if the ticket was already closed. The ticket ID is osTicket's internal ID, not the ticket number.

Placeholders and merge fields explains how placeholders work in every tool.

Tip: To test it, open a ticket with yourself as the customer and assign it to yourself. Reply with the canned response and click a rating. The response shows up in Simplesat with the ticket's ID and your details.

If you're choosing between this and other ways to send a survey, Choosing a survey delivery method compares them.

Troubleshooting

The survey in my osTicket reply has no rating icons

When rich text is off, osTicket inserts canned responses as plain text. Turn on Enable Rich Text under Admin Panel → Settings → System, then insert the canned response again.

My rating icons in osTicket have borders or wide gaps

This can happen when a survey uses image icons, as CSAT and 5-Star surveys do. To fix it:

  1. Open the canned response and switch the editor to its HTML view.

  2. Add border-style:none; to the style of each icon image.

  3. Add width:auto; to the table's style.

  4. Save the canned response.

My osTicket responses come in without a team member

The team member is the agent the ticket is assigned to when you insert the canned response. If nobody is assigned, osTicket leaves the agent's email empty. Assign the ticket before you insert the survey.

FAQ

Does Simplesat have an osTicket integration?

No, and there's nothing to connect. You send the survey yourself by inserting the canned response into a reply. Ratings show up in Simplesat, not in osTicket.

Why doesn't the ticket ID on my responses match the osTicket ticket number?

osTicket sends its internal ticket ID, not the ticket number. To find the internal ID, open the ticket in the agent panel and look for the id in its address.

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