Simplesat allows you to create a CSAT, CES, or NPS survey that you can embed directly in SugarCRM email notifications templates.

In this article:

Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.

Select SugarCRM in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.

SugarCRM email placeholders

These are automatically included when you generate a SugarCRM survey embed code, but here they are just in case. πŸ˜‰

Team Member Email

Team Member ID

Team Member First Name

Team Member Last Name

Customer Email


Customer ID


Customer First Name


Customer Last Name


Company Name


Ticket ID


Ticket Subject


Send your survey from SugarCRM on case closure

Make sure you've set up your outbound email settings in SugarCRM by following clicking here.

Next, head over to your SugarCRM account, then click on your profile picture > Admin and search for Workflow definitions > Alert Email Templates.

Create a new template if you don't have one already.

Then in the email template, click the Source code button and past the survey codes that you've copied from your Simplesat account. Then, click Update.

Save the template and then go to Workflow Definitions > Create Workflow Definition

Give the workflow definition a name and then:

  • Set Execution Occurs to When record saved

  • Set Target Module to Cases

  • Set Status to Active

  • Set Applies to to New and Updated Records

Click save, then create a condition.

Select When a field in the target module contains a specified value and set that to Status: Equals Closed.

Next, create an alert with:

  • Alert Type: Email

  • Source Type: Custom Template

  • Custom Template as the template you just created

Click save and add a recipient. Select Recipient associated with a related module: Contact.

And set these values:

  • Select Custom Email Field: Email Address

  • Name Field: Name

  • Using address: To

Your automatic emails should now be set up!

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. 🎊

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