When you connect CloudRadial, ratings can move both ways. The ratings your customers leave in your CloudRadial portal come into a Simplesat survey as responses, and Simplesat responses go to CloudRadial as feedback on the ticket. Each direction is its own integration, so you can use either one or both.
What the CloudRadial integrations do
You switch each one on separately with Activate integration.
Integration | What it does | Where it shows |
Create new feedback after receiving CloudRadial feedback | Adds each rating left in CloudRadial to a Simplesat survey as a response | Feedback, in Simplesat |
Sync feedback from Simplesat to CloudRadial | Sends each Simplesat response's rating and comment to CloudRadial as feedback on the ticket | CloudRadial |
Before you start
The CloudRadial integrations are available on every Simplesat plan.
To connect CloudRadial and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.
You also need an API key from CloudRadial:
In CloudRadial, go to Partner → Settings, choose Integrations, then API.
Click Add API Key and give the key a name.
CloudRadial shows a public key and a private key. Save both somewhere safe, because CloudRadial won't show the private key again.
For what a connected tool can read and write, see Integration security, permissions and data flow.
Connect CloudRadial
On the Integrations page, open CloudRadial.
Click Authenticate.
Enter the public key in Public Key and the private key in Private Key, then click Authenticate.
When the page shows Authenticated with CloudRadial, click Activate integration on each integration you want, then set it up as described below.
Test each integration with a real rating before you rely on it. Testing an integration end to end shows how.
Bring CloudRadial ratings into Simplesat
Set it up in this order:
On the CloudRadial page, click Activate integration on Create new feedback after receiving CloudRadial feedback. Its Webhook URL and Field mapping appear once it's active.
Copy its Webhook URL.
Click Deactivate integration. In its Field mapping, use Lookup to set Survey ID to your survey and Answer Question ID to the question your metric rating comes from, then click Save. The integration shows as Active again.
Click Deactivate integration, then Activate integration.
In CloudRadial, go to Partner → Feedback, then Settings → Edit. Check that feedback is turned on, paste the URL into JSON Webhook URL, and save. Because you paste the URL last, no rating arrives until the survey and question are set.
Writing feedback back, and mapping the fields explains how Field mapping and Lookup work.
The integration converts CloudRadial's ratings to Simplesat ratings:
CloudRadial rating | Simplesat rating | On a CSAT question |
| 4 | Positive |
| 3 | Neutral |
| 2 | Negative |
Heads up: Choose a CSAT survey, and point Answer Question ID to a CSAT question. On an NPS question, all three CloudRadial ratings would count as negative.
Each response comes in with:
The customer and their company
The agent, as the team member
The ticket's ID and subject
The CloudRadial comment, as the follow-up answer
The tag
from_cloudradial, so you can find these responses
Ratings left before you paste the URL into CloudRadial aren't brought in. If a customer rates the same ticket again, the new rating updates that ticket's response.
Send Simplesat ratings to CloudRadial
On the CloudRadial page, click Activate integration on Sync feedback from Simplesat to CloudRadial.
It runs for every survey. To limit it, choose Let me choose under When should this integration run? and pick the surveys.
For each response, CloudRadial receives the response's sentiment as its rating, whatever the survey's metric: 1 for positive, 0 for neutral and -1 for negative. The follow-up answer becomes CloudRadial's comment, and the response's ticket ID becomes the ticket's PSA ID.
Each response needs the ticket ID from the PSA your CloudRadial portal is connected to. Responses from a survey in your PSA's emails have it.
A response is sent at least five minutes after it arrives, and again whenever it changes. Writing feedback back, and mapping the fields has more on timing.
Change the CloudRadial API keys
To use new API keys, reconnect. Reconnecting keeps each integration's settings, but it doesn't switch any of them back on.
On the CloudRadial page, note which integrations are on.
Click Revoke access.
Click Authenticate and enter the new public and private keys.
Click Activate integration on each integration you noted.
The Webhook URL stays the same, so CloudRadial's JSON Webhook URL keeps working.
Heads up: If the API key is deleted in CloudRadial, the integrations stop, but the page still shows CloudRadial as authenticated. To fix it, reconnect the same way.
Troubleshooting
Some of my CloudRadial ratings don't show up in Simplesat
Check each of these:
In CloudRadial, feedback is turned on, and JSON Webhook URL holds the integration's Webhook URL.
Create new feedback after receiving CloudRadial feedback is active, with Survey ID and Answer Question ID set.
The missing ratings were left after the URL was in place.
If the integration was reset with Reset integration, it has a new Webhook URL. Paste the new one into CloudRadial.
Ratings from CloudRadial look reversed or wrong in Simplesat
Make sure Answer Question ID points to a CSAT question. The integration converts CloudRadial's 1, 0 and -1 to 4, 3 and 2, which a CSAT question reads as positive, neutral and negative. On an NPS question, all three count as negative.
To change the question, click Deactivate integration, set Answer Question ID with Lookup and click Save. Then click Deactivate integration and Activate integration. The change applies to ratings that arrive after you save. Responses that already came in stay as they are.
My Simplesat ratings don't show up in CloudRadial
Check each of these:
Sync feedback from Simplesat to CloudRadial is active. After Revoke access and Authenticate, you have to click Activate integration again.
Its When should this integration run? includes the survey.
At least five minutes have passed since the response came in.
The response has the ticket's ID from your PSA.
My CloudRadial integrations stopped working, but the page still says CloudRadial is authenticated
Once CloudRadial is authenticated, Simplesat doesn't test the link again. If the API key is deleted in CloudRadial, the integrations fail, but the page still shows CloudRadial as authenticated. To fix it, create a new API key in CloudRadial. Click Revoke access, then Authenticate with the new keys, and then click Activate integration on each integration.
For what the page shows, see Integration error messages and what they mean.
FAQ
How do CloudRadial's -1, 0 and 1 ratings map to Simplesat?
Coming into Simplesat, 1 becomes 4, 0 becomes 3 and -1 becomes 2, which a CSAT question reads as positive, neutral and negative. Going to CloudRadial, the response's sentiment is sent, whatever the survey's metric: 1 for positive, 0 for neutral and -1 for negative. You don't need to change any rating thresholds in Simplesat.
Do ratings from CloudRadial run my other integrations, like a follow-up ticket in my PSA?
No. A response that comes in from CloudRadial doesn't run the integrations set up for its survey.
Do ratings from CloudRadial count toward my response allowance?
Yes. Each one that comes in counts as a response.
What happens when a customer rates the same ticket again in CloudRadial?
The new rating updates that ticket's response in Simplesat instead of adding another one.