You can put a Simplesat survey in an email Syncro already sends, such as the Ticket Resolved email, without connecting Syncro to Simplesat. If you connect Syncro, Simplesat can also send its own survey email when a ticket is resolved, add each response to the rated ticket as a private comment, write ratings to Syncro custom fields, and open a follow-up ticket or reopen the rated one. It also pulls the ticket, customer and assigned tech into each response.

You switch each one on separately with Activate integration.

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

The Syncro integrations are available on every Simplesat plan. To connect Syncro and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

You also need a Syncro API token for Simplesat. To create one in Syncro:

If the token has an expiration date, the integrations stop working when it expires.

For what a connected tool can read and write, see Integration security, permissions and data flow.

Once you have the token:

A survey in a Syncro email template goes out whenever Syncro sends that email. For example, the Ticket Resolved email goes out when a ticket moves to Resolved. The Simplesat email goes out once per ticket, after Simplesat finds that the ticket has been resolved.

To compare these routes with Simplesat's other delivery methods, see Choosing a survey delivery method.

When Syncro sends the email, it fills in these placeholders in the survey links with the ticket and customer details:

The link doesn't carry the team member's email. Pull ticket details adds it from the ticket's assigned tech.

For more on placeholders, see Placeholders and merge fields.

Every hour, the integration checks Syncro for tickets resolved in the past hour, so it picks up a ticket within about an hour of the ticket being resolved. The survey's own Delay (in hours) and Suppression (in days per customer) then apply. A ticket resolved while the integration is off isn't surveyed later.

The email goes to the contact on the ticket. A ticket with no contact, or whose contact has no email address, gets no survey. Each ticket gets the survey once, even if it's resolved again.

Each response comes in with the ticket's contact, and with the ticket's assigned tech as the team member. Its ticket ID is Syncro's internal ID for the ticket, not the ticket number Syncro shows. On this route, Pull ticket details and Reopen a ticket after receiving feedback don't find the ticket. If you need either one, put the survey in a Syncro email template instead.

These emails show on the survey's Email activity. If one doesn't arrive, When a survey does not send lists what to check.

The integrations in this section run no sooner than five minutes after a response arrives, and again when the response changes. Out of the box, each one runs for every survey it applies to. To limit one to certain surveys, go to When should this integration run?, choose Let me choose, and pick the surveys. The details are in Writing feedback back, and mapping the fields.

With this integration on, anyone who opens a rated ticket in Syncro sees the response on it, as a private comment that customers don't see. The comment has the subject Simplesat feedback, every question and answer, and the rating as an emoji.

If the response changes after the comment is added, for example when the customer answers another question, another comment is added.

Use this integration when you want the rating in a field on the ticket rather than in a comment. By default, its Field mapping writes the rating to a ticket custom field named Rating, the sentiment to Sentiment, and the answer to the follow-up question to Comment. The mapping lists standard Syncro ticket fields but none of your other custom fields, so your Syncro fields need exactly those names, with no extra spaces.

In Syncro, custom fields belong to a ticket type, under Admin → Ticket Custom Fields, and a ticket has only the fields of the type it uses. Add the three fields to each ticket type you survey.

To show a customer's latest score on their record in Syncro, this integration writes the latest rating and comment to custom fields on the Syncro customer whose email matches the response's customer email. If no Syncro customer has that email, it writes nothing.

Its Field mapping has rows for customer custom fields named Latest CSAT, Latest NPS, Latest CES and Latest 5-Star, each with a matching Comment field, such as Latest NPS Comment. It also lists the standard Syncro customer fields. Your Syncro customer custom fields need those exact names.

Each response starts with the details the survey brought in. For a survey in a Syncro email, they come from the placeholders in the link. On the Simplesat email route, they come from the ticket. As soon as the response arrives, Pull ticket details finds the ticket by its ticket number and fills in:

On the Simplesat email route, Pull ticket details doesn't find the ticket. If you need it, put the survey in a Syncro email template instead.

Values from Syncro replace the ones that came from the survey link. Attribution: linking feedback to tickets, customers and agents covers how Simplesat uses these details.

When a response needs follow-up, this integration opens a new Syncro ticket for it. Out of the box, it opens one for every response from any survey. To open tickets only for some sentiments, go to When should this integration run?, choose Let me choose, then turn on the switches for the sentiments you want, for example neutral and negative.

The ticket is opened for the Syncro customer whose email matches the response's customer email. If none matches, no ticket opens.

The new ticket's subject is New sentiment feedback from customer name on ticket ticket ID, for example New negative feedback from Ana Lopez on ticket 10019. Its first comment is private and from Simplesat. It says who left what feedback on which survey, lists every answer, and links to the response in Simplesat.

In its Field mapping, you can set the new ticket's Status, Priority, Problem Type and Ticket Type ID.

It runs when a response arrives and again when the response changes, so a changed rating can open a second ticket.

Creating a follow-up ticket from feedback has more on follow-ups.

To put a rated ticket in front of a tech again, this integration sets its status back to New. It finds the ticket by its ticket number. Out of the box, it does this for every rated ticket, positive ratings included. To reopen tickets only for some sentiments, go to When should this integration run?, choose Let me choose, then turn on the switches for the sentiments you want, for example neutral and negative.

On the Simplesat email route, this integration doesn't find the ticket. If you need it, put the survey in a Syncro email template instead.

Reconnect to use a new API token or a different Syncro subdomain. You also need to reconnect if the token expires or is deleted in Syncro. The integrations stop, even though the page still shows Authenticated with Syncro. Reconnecting keeps each integration's settings and switches back on any that were on before.

Survey code in your Syncro email templates keeps working.

Check these:

Then look for the email on the survey's Email activity.

That's how the older Send email survey after resolving a ticket, marked deprecated, works: it emails the Syncro customer's email address. The current version emails the contact on the ticket. Turn on the current version and choose the survey in Survey, then turn the older one off. Once it's off, the older one leaves the page.

Check these:

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

Check these:

The Field mapping lists only custom fields with the names Simplesat expects. For Update ticket custom fields with rating details, those are Rating, Sentiment and Comment. For Update contact custom fields with rating details, they're Latest CSAT, Latest NPS, Latest CES and Latest 5-Star and their Comment fields. Syncro custom fields with other names don't appear, so name your Syncro fields to match. To get every answer onto the ticket, use Add notes to rated tickets.

Responses from the Simplesat email carry Syncro's internal ID for the ticket, which isn't the ticket number Syncro shows. Responses from a survey in a Syncro email carry the ticket number.

Add notes to rated tickets and Create follow-up tickets from feedback run when a response arrives and again when it changes, for example when the customer later answers another question or changes their rating. Each run adds a comment or opens a ticket.

Simplesat doesn't check the connection after you connect. If the API token expires, is deleted or loses permissions in Syncro, the integrations fail while the page still shows Authenticated with Syncro. To fix it:

See also Integration error messages and what they mean.

The HTML. Generate the code from a survey set to External email embed → Syncro, choose HTML, copy it, and paste it into the template's source view.

Within about an hour, plus the survey's Delay. The integration checks Syncro every hour for tickets resolved in the past hour.

Not from the current Send email survey after resolving a ticket, which surveys each ticket once. The older version, and a survey in a Syncro email template, send again each time the ticket is resolved.

The deprecated version keeps working while it's on. The current version emails the ticket's contact instead of the customer's main address, and it surveys each ticket once. To move, turn on the current version and choose the survey in Survey, then turn the older one off. Don't leave both on, or a ticket can get two emails. Once the older one is off, it leaves the page.

Whichever you map. By default, it writes the rating to Latest NPS and the follow-up answer to Latest NPS Comment. For a CSAT, CES or 5-Star survey, map the rating and comment to that metric's fields in the Field mapping.