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Zoho Desk integrations
Zoho Desk integrations
Jos Barteling avatar
Written by Jos Barteling
Updated over a week ago

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

Click the authenticate and fill in your Zoho domain.

This is the first part of your URL in Zoho Desk.

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:

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:

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:

Scroll down to pull ticket details and click activate integration.

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