You can add a Simplesat survey to an eDesk template and use it in your replies. Each response arrives with the eDesk ticket ID and the customer's email and first name.
Before you start
Adding a survey to eDesk works on every Simplesat plan. You'll need:
The Manage surveys permission in Simplesat, to set the survey's delivery method. Owner and Admin have it by default.
Admin or Team Leader access in eDesk, to create templates.
Send surveys from eDesk
If you're still deciding how to send your survey, Choosing a survey delivery method compares eDesk with the other ways Simplesat can send one.
In Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose eDesk.
On Publish, click Generate embed code.
Choose Visual and click Copy survey.
In eDesk:
Go to Settings → Smart Tools → Templates, click + Add Template and choose Manual Usage.
Enter a Template Name, set Template Type to Consumer so the template shows in the reply box, and tick Active Template.
Paste the survey into Message.
Under Usage Conditions, select at least one Order Status. eDesk asks for one because the survey links carry order details. The template then shows only on tickets with an order in one of those statuses, so to use it on every ticket with an order, select every Order Status.
Click Create Template.
To send the survey, open a ticket's reply box, click Use Template (or type _) and choose your template.
The survey links carry eDesk snippets, which eDesk fills in when the template goes into a reply:
What the link carries | eDesk snippet |
Ticket ID |
|
Customer email |
|
Customer first name |
|
The links also carry the agent's first and last name, but that doesn't attach a team member. Simplesat needs the agent's email or ID to know who the agent is, and eDesk has no snippet for either. Placeholders and merge fields explains how placeholders work in every tool.
Troubleshooting
eDesk won't save my template because the survey is too long
The Visual code has a full link for every rating choice, and each of those links carries every snippet. Use Link instead, which is a single link. On Publish, click Generate embed code, choose Link and click Copy survey. Then in your template, type a line such as How did we do? and link it to the link you copied. Customers who click it answer the whole survey, starting with the first question.
My survey template doesn't show up on a ticket
Open the template under Settings → Smart Tools → Templates and check that:
Active Template is ticked.
Template Type includes Consumer, so the template shows in the reply box.
The Usage Conditions match the ticket. The template shows only on tickets with an order in one of the statuses you selected. Select every Order Status to use it on every ticket with an order.
The survey code carries order details, so it can't go on tickets without an order. For those tickets, set a survey to Generic Embed instead and type eDesk's snippets into its Rating placeholders, such as #ticket_id# for the ticket ID and #consumer_email# for the customer's email. Leave out the order snippets.
My eDesk responses don't show the agent
Simplesat needs the agent's email or ID to know who the agent is, and eDesk has no snippet for either. The survey links carry the agent's name, but a name alone doesn't attach a team member, so responses from eDesk come in without one.
Some of my responses have no ticket or customer
These were answered from a link eDesk hadn't filled in, such as a rating clicked inside the template editor. An unfilled #ticket_id# cuts off the rest of the link, so the response arrives with no ticket ID and no customer. Responses to replies sent from eDesk aren't affected. Placeholders and merge fields covers unfilled placeholders in every tool.
FAQ
Does Simplesat have an eDesk integration?
There's no eDesk integration to connect. eDesk has no page under Integrations in Simplesat. Instead, you add the survey to an eDesk template and use it in your replies. Ratings show in Simplesat, not in eDesk, and each response carries the eDesk ticket ID so you can find the ticket in eDesk.