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 External Email Embed 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. 😉
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 go to workflow management.
Then on the left sidebar click the 3 dots next to the workflow icon and go to alert email templates.
Create a new template if you don't have one already.
Then in the email template, click the HTML 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!
Send your survey using Process Email Templates and Definitions
Go to Process Email Templates:
Create or edit the Design of a Process Email Template
Set the details on the Process Email Template
Input the Name for the Template
Set Target Module to Cases
Click on the < > icon to open the HTML console
Paste the HTML code that you copied from the Publish page then click save.
Finalize the Email Template with a message to your customer then Save when finished.
Go to Process Definition
Create a definition or edit the design an already existing definition for Closed Cases
If you will be creating a new one:
Add Name
Set Target Module to Cases
Set Status to Enabled
Once the definition is created you will be lead to designing the Process Definition
Design your Process:
You can simply do a Start Event leading to a End Event: Send Message.
Or a Start Event to a Send Message Event to an End Event: Do Nothing
Configure your event. Right Click on the Start Event and go to Settings. This configuration depends on your Case intake process but it could simply be set up like this.
Applies to: New Records and All Updates
Criteria: Module Field Evaluation
Module: <Cases>
Field: Status Is Equal to Closed
On the Send Message Event or End Event: Send Message, right click and Go to Settings then configure the following:
Email Template: Select the name of the Email Template with the Survey
From: System Email or Your preference for the Sender
To: Depending on the case you would need to relate the field where the customer's email would be.
Finalize, Save and Validate everything and your process should be good to go.
This should now send an email when a ticket status is set to Closed.
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. 🎊