Add a Simplesat survey to the email SugarCRM sends when a case closes, and customers can rate the case from that email. The survey works without connecting SugarCRM to Simplesat.

If you connect SugarCRM too, you can write each rating back to it. The case gets fields, a note and tags, and the customer's contact gets fields and a note. In Simplesat, responses can also pick up the case's details and the agent the case was assigned to.

What the SugarCRM integrations do

The SugarCRM page in Simplesat lists its integrations under Survey integrations and Ticket integrations. You switch on each one separately with Activate integration.

Integration	Listed under	What it does	Where it shows
Update SugarCRM contact custom fields from feedback	Survey integrations	Saves the customer's latest rating for each metric and their latest sentiment	The contact in SugarCRM
Add note to contact in SugarCRM after receiving feedback in Simplesat	Survey integrations	Adds the response to the contact as a note	The contact in SugarCRM
Pull ticket details	Ticket integrations	Adds the case's details, contact and assigned user to the response	The response, in Simplesat
Update SugarCRM case custom fields with Simplesat feedback	Ticket integrations	Saves the rating, sentiment and comment on the case	The case in SugarCRM
Add note to case in SugarCRM after receiving feedback in Simplesat	Ticket integrations	Adds the response to the case as a note	The case in SugarCRM
Display feedback rating and sentiment in case tags	Ticket integrations	Tags the case with the rating and sentiment	The case in SugarCRM

The Ticket integrations run only on surveys connected to SugarCRM, and only for responses that came in with a SugarCRM case ID. A survey is connected to SugarCRM when:

its delivery method is External email embed with the Sugar CRM option, or
it's an Event-based or Web-embed survey with Connected service set to SugarCRM.

The contact integrations find the contact by the response's customer ID, which has to be the SugarCRM contact ID. Responses from the survey code in your SugarCRM email carry both IDs. Pull ticket details also adds the contact ID.

Note: If we've changed one of your SugarCRM integrations for you, it may work differently from what's described here. Contact us to check what yours does.

Before you start

The SugarCRM integrations are available on every Simplesat plan. Before you connect, you'll need:

The Manage integrations permission in Simplesat. Owner and Admin have it by default.
A SugarCRM user set aside for the integration. It needs to be able to read and edit cases and contacts and create notes. You connect with its username and password, so you don't need to set up an OAuth client or an API platform in SugarCRM.
A SugarCRM admin, if you'll use the custom-field integrations. Creating the fields they write to takes one.

Heads up: Simplesat signs in to SugarCRM the same way SugarCRM's web app does, and SugarCRM allows each user only one sign-in of that kind at a time. If you connect with your own user, Simplesat can sign you out.

What a connected tool can read and write is set out in Integration security, permissions and data flow.

Connect SugarCRM

On the Integrations page, open SugarCRM.
Click Authenticate.
In Domain, enter your SugarCRM address without https:// and without a / at the end. For https://acme.sugarcrm.com/, enter acme.sugarcrm.com.
Enter the SugarCRM user's Username and Password, then click Authenticate.
When the page shows Authenticated with SugarCRM, click Activate integration on each integration you want.

Before you rely on an integration, run a real case through it by following Testing an integration end to end.

Send surveys when a SugarCRM case closes

In Simplesat, copy the survey code:

Create or open a survey and choose External email embed.
Under Choose where to add your survey, choose Sugar CRM.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.

In SugarCRM, use SugarBPM to create an email template that carries the survey:

Open Process Email Templates and create a template.
Give it a name and set Target Module to Cases.
Open the HTML console in the editor and paste the code. Then write the rest of your message to the customer and save.

Then create the process that sends the email when a case closes:

Open Process Definitions and create one, with Target Module set to Cases and Status set to Enabled.
In the design, connect a Start Event to an End Event: Send Message.
In the Start Event settings, choose when the process runs. For example, set Applies to to New Records and All Updates, with a Module Field Evaluation criterion of Status is equal to Closed. The right settings depend on how your cases move through SugarCRM.
In the End Event: Send Message settings, set Email Template to the template you created, From to the address it sends from, and To to the case's primary contact.
Save and validate the process.

The placeholders in the code are case fields, such as {::Cases::id::} for the case ID and {::Cases::case_contact::email1::} for the primary contact's email. SugarCRM fills them in because the template's Target Module is Cases, and they give each response its SugarCRM case ID and contact ID.

To test it, create a case with yourself as the contact, close it, and click a rating in the email you receive.

Feedback in SugarCRM

Simplesat writes to SugarCRM at least five minutes after a response arrives, and again whenever the response changes. Writing feedback back, and mapping the fields has the full timing.

None of the SugarCRM integrations has a Field mapping table. They write to fields with fixed names.

Create the Simplesat fields in SugarCRM

Both custom-field integrations write to Simplesat fields. You create these fields in SugarCRM before you switch the integrations on.

Module	Field name	Display label	Data type
Cases	`simplesat_rating`	Simplesat rating	TextField
Cases	`simplesat_sentiment`	Simplesat sentiment	TextField
Cases	`simplesat_comment`	Simplesat comment	TextField, with Max size 1000
Contacts	`latest_simplesat_csat_rating`	Latest Simplesat CSAT rating	Integer
Contacts	`latest_simplesat_nps_rating`	Latest Simplesat NPS rating	Integer
Contacts	`latest_simplesat_ces_rating`	Latest Simplesat CES rating	Integer
Contacts	`latest_simplesat_fivestar_rating`	Latest Simplesat 5-star rating	Integer
Contacts	`latest_simplesat_sentiment`	Latest Simplesat sentiment	TextField

SugarCRM adds _c to the end of each field name, so simplesat_rating is saved as simplesat_rating_c. The integrations write to the name with _c.

As a SugarCRM admin:

Go to Admin → Studio, then Cases or Contacts → Fields → Add field.
Give each Simplesat field its data type, field name and display label. Leave the other settings at their defaults.
Go to Layouts → Record View, add a row, drag the new fields onto it, and click Save & Deploy.

Update SugarCRM case custom fields with Simplesat feedback

Each response fills in three fields on its case:

Simplesat rating: the metric and the rating, for example CSAT: 5
Simplesat sentiment: positive, neutral or negative
Simplesat comment: the customer's comment

To run it on only some surveys, choose them under When should this integration run?

Update SugarCRM contact custom fields from feedback

The customer's contact holds their latest feedback. Each rating goes to the field for its metric, such as Latest Simplesat NPS rating for an NPS survey. The sentiment goes to Latest Simplesat sentiment. As with the case fields, you can limit it to the surveys you choose under When should this integration run?

Notes on cases and contacts

Each note holds every question and answer from the response, with the rating shown as an emoji. The subject is New sentiment feedback from customer name, for example New positive feedback from Ana Lopez. If the customer adds to their response later, for example by answering another question, a second note is added.

The case note and the contact note are separate integrations, so you can turn on either one or both. The contact note has no survey setting and runs on responses from every survey. It only adds a note when the response carries a SugarCRM contact ID.

Display feedback rating and sentiment in case tags

Two tags go on the case. One is for the sentiment, such as simplesat_sentiment_positive, and the other is for the metric and rating, such as simplesat_CSAT_5. The case keeps its other tags.

Case, contact and agent details in Simplesat

The survey code brings in each response's case and contact, but not the agent. To see who each case was assigned to, switch on Pull ticket details. For how Simplesat makes these connections, see Attribution: linking feedback to tickets, customers and agents.

Pull ticket details

Pull ticket details runs as soon as a response arrives, and again whenever the response changes. Each time, it reads the case and replaces the response's details with:

the case's subject and ID
the case number, priority, type and source, saved as the ticket fields number, priority, type and origin
a link to the case in SugarCRM, saved as the ticket field url
the customer: the case's primary contact, with their name, SugarCRM contact ID and account name as their company
the case's assigned user, as the team member with the role Assignee, including their name and SugarCRM user ID

The customer's email stays as it came in from the survey link.

Change the SugarCRM user or instance

Reconnect when you want Simplesat to use a different SugarCRM user or instance. Also reconnect if the connected user's password changes or the user is deactivated in SugarCRM. When that happens, the integrations stop, even though the page still shows Authenticated with SugarCRM.

On the SugarCRM page, note which integrations are on.
Click Revoke access.
Click Authenticate and enter the domain, username and password you want.
Click Activate integration on each integration you noted. Each one keeps its settings.

Heads up: Responses that arrive between Revoke access and Activate integration aren't written to SugarCRM, so do all the steps at once.

The survey code already in your SugarCRM email templates keeps working.

Troubleshooting

My SugarCRM custom fields stay empty

Check these:

The fields exist on the right module, Cases or Contacts, with the exact field names from Create the Simplesat fields in SugarCRM.
For case fields, the survey is connected to SugarCRM. For contact fields, the response has a SugarCRM contact ID.
At least five minutes have passed since the response arrived.
The integration shows as active on the SugarCRM page.

If none of these explains it, send us the response's link.

Nothing is written to my SugarCRM contacts

The contact integrations find the contact by the customer ID on the response, which has to be the SugarCRM contact ID. Responses from the Sugar CRM survey code carry it, and Pull ticket details adds it. Responses from surveys sent another way usually don't have it, so nothing is written for them.

My SugarCRM survey email shows placeholders like {::Cases::id::} instead of values

SugarCRM fills in these placeholders only in an email template whose Target Module is Cases. Paste the code into a Process Email Templates template set to Cases, and send it from a process on cases.

I get signed out of SugarCRM after connecting Simplesat

SugarCRM lets a user be signed in only once at a time the way its web app signs in, and Simplesat signs in the same way. Connect as a SugarCRM user set aside for the integration. Click Revoke access, then Authenticate with that user, then Activate integration on each integration you use.

My SugarCRM integrations stopped working, but the page still says Authenticated with SugarCRM

Simplesat doesn't recheck the connection after you connect. If the user's password changed or the user was deactivated, the integrations fail and the page still reads Authenticated with SugarCRM. Click Revoke access, then Authenticate, then Activate integration on each integration you use. If the page shows an error when you reconnect, look it up in Integration error messages and what they mean.

FAQ

Do I have to create the custom fields before turning on the integration?

Yes. The custom-field integrations write to fields with fixed names, so create those fields in SugarCRM first, as described in Create the Simplesat fields in SugarCRM.

Why does the Simplesat rating field on my case show the metric as well as the number?

The field holds the metric and the rating together. A case rated on a CSAT survey reads CSAT: 5, and one rated on an NPS survey reads NPS: 9.

Which SugarCRM user should I connect with?

Use a user set aside for the integration, who can read and edit cases and contacts and create notes. Connecting with your own user can sign you out of SugarCRM.