Simplesat's suite of LiveAgent integrations give you the ability to update tickets with rating details, create follow-up tickets from feedback, and sync ticket details to give your team full control and transparency over the customer satisfaction experience.

In this article:


Adding surveys in LiveAgent

Simplesat surveys can be added to any email notification template in LiveAgent. Follow this guide for the full details.


Authentication

You can access the LiveAgent integration setup page here.

To authenticate you will need to copy and paste your API key. You can find this in your LiveAgent account by navigating to Configuration > System > Api.

Enable the following privileges for your API key:

Module

Access

Agent

read

User

read

Tag

read, manage

Ticket

create, read, operate

Contact

create, read, edit

Here's LiveAgent's documentation on generating new API keys

Back on the LiveAgent integration page in Simplesat, click authenticate and enter your subdomain and API key:

You can find your subdomain by looking at the URL you use to access your LiveAgent account. For example, if the URL is https://simplesat.ladesk.com/, then the subdomain value would be "simplesat".

If you have any issues authenticating, double check your credentials, remembering to remove trailing spaces at the end of each field. If it still doesn't work, shoot us a message and we'll be happy to help troubleshoot.


Update contacts with rating details

Map Simplesat response details to any contact custom field in LiveAgent.

For example, you can make sure that contacts are always up to date with their latest CSAT or NPS score.


Create follow-up tickets from feedback

Automated follow-up tickets make it easy for your team to quickly respond to customers and close the loop - all within your team's existing support workflows.

👉 LiveAgent tickets must be created by an agent in your account. You can input the agent's ID in the Useridentifier field:

If you're unsure of the user ID's in your LiveAgent account, just send us a message with the name of the agent and we'll get it for you. 😉


Pull ticket details

Each time your customer provides a rating, Simplesat will associate the following information with the response.

Object

Data collected

Ticket

Subject

Customer

Name, ID, Email

Agent

Name, ID, Email

All information gathered through the API will override fields sent through URL parameters.


Update ticket custom fields with rating details

Map Simplesat response details to any ticket field in LiveAgent.

For example, you can update tickets with the latest CSAT rating, sentiment, and follow-up comment.

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