Add a Simplesat survey to Zoho Desk
Simplesat allows you to create a CSAT or NPS survey that you can embed directly in your Helpdesk email templates.
Authenticating with Zoho Desk
To authenticate with Zoho Desk, access the Zoho Desk integrations page by clicking here.
Click the authenticate and fill in your Zoho domain.
This is the first part of your URL in Zoho Desk.
For example, https://desk.zoho.com, https://desk.zoho.eu or https://desk.zoho.in
Do not add a / at the end.
Then give Simplesat access to your Zoho account.
Sync feedback to ticket/contact custom fields
Simplesat can sync feedback data back to ticket and contact custom fields.
In the steps below select either tickets or contacts (or both) depending on what you'd like to set up.
Here's an example of how a ticket will look in Zoho Desk:
And here's an example of how a contact will look in Zoho Desk:
To set this up, you'll first need to configure the custom fields.
In Zoho Desk, click setup and go to layouts and fields.
Select either tickets or contacts and then open the environment you want to edit.
Then, create a new section named Simplesat.
For tickets, add 3 fields:
field: Single line
label: Simplesat rating
permissions: Hide from Help Center
field: Single line
label: Simplesat sentiment
permissions: Hide from Help Center
field: Multi-line
label: Simplesat comment
permissions: Hide from Help Center
For contacts, add 5 fields:
field: Single line
label: Latest Simplesat sentiment
permissions: Hide from Help Center
field: Single line
label: Latest Simplesat CSAT rating
permissions: Hide from Help Center
field: Single line
label: Latest Simplesat NPS rating
permissions: Hide from Help Center
field: Single line
label: Latest Simplesat CES rating
permissions: Hide from Help Center
field: Single line
label: Latest Simplesat 5-star rating
permissions: Hide from Help Center
Eventually it should look something like this:
Then press save & close.
Authenticate if you haven't done so already, then scroll down to sync feedback to ticket/contact custom fields and click activate integration.
Add feedback to ticket/contact as a comment
Simplesat can push feedback to the related ticket or contact (or both).
Here's an example of how this will look in Zoho Desk:
To set this up, go to the Zoho Desk integrations page by clicking here.
Authenticate if you haven't done so already, then scroll down to add feedback to ticket private comment or add feedback to contact as a comment and click activate integration.
Add rating and sentiment to ticket tags
Simplesat can add feedback rating and sentiment to a ticket's tags.
Here's an example of how this will look in Zoho Desk:
To set this up, go to the Zoho Desk integrations page by clicking here.
Authenticate if you haven't done so already, then scroll down to add rating and sentiment to ticket tags and click activate integration.
Pull ticket details
Each time your customer provides a rating, Simplesat will associate the following information with the response.
Object | Data collected |
Ticket | ID, Number, Subject, Priority, URL, Channel |
Requester (Customer) | ID, Name, Email, Company |
Responder (Assignee) | ID, Name, Email |
All information gathered through the API will override fields sent through URL parameters.
Here's an example of how this will look in Simplesat:
To enable this, go to the Zoho Desk integrations page by clicking here.
Scroll down to pull ticket details and click activate integration.