You can put a Simplesat survey in the emails Atera sends your customers, such as the one that goes out when a ticket is resolved. Survey code pasted into an Atera email template works on its own, without connecting Atera.

Connect Atera as well, and each rating is saved on its ticket and on the customer's contact in Atera. Responses in Simplesat pick up the ticket's details too, along with the customer's email from the ticket.

The Atera page in Simplesat lists its integrations under Survey integrations and Ticket integrations. You switch each one on separately with Activate integration, and none of them has settings.

The integrations under Ticket integrations run only on surveys connected to Atera. A survey is connected when its delivery method is External email embed with the Atera option, or when it's an Event-based or Web-embed survey with Connected service set to Atera. They find the ticket by the response's ticket ID, which the survey code fills in from Atera's {[Ticket Number]}.

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

Before you rely on an integration, test it with a real ticket, as Testing an integration end to end describes.

First, copy the survey code in Simplesat:

Then add the code to an Atera email template:

Because the survey goes out in the email for each resolved ticket, every ticket gets its own survey.

To test it, create a ticket with yourself as the contact, resolve it, and click a rating in the email.

The survey code carries Atera placeholders, and Atera fills them in when it sends the email:

Atera's templates have no placeholder for the contact's or the technician's email address. Instead, the survey code builds both emails from names. A response from Jane Smith's ticket, handled by Sam Lee, arrives with the customer email [email protected] and the team member email [email protected]. Pull ticket details replaces the customer with their real Atera contact. Nothing replaces the team member, so each technician stays under the made-up email built from their name.

See Placeholders and merge fields for how placeholders work in other tools.

Simplesat waits at least five minutes after a response arrives before it writes to Atera, and writes again whenever the response changes. Writing feedback back, and mapping the fields has the details.

Both integrations write to Atera custom fields by name. Create those fields in Atera first, with exactly the names below. You'll find custom fields in Atera's Admin settings.

This integration writes to custom fields on the response's ticket. Create these as ticket fields:

This integration keeps the customer's latest rating and sentiment on their Atera contact. Create these custom fields for contacts, all type Text:

Each response writes its rating to the field for its metric, and its sentiment to Latest sentiment.

It finds the contact through the response's ticket. If a response has no ticket ID, or no Atera ticket matches it, nothing is written.

A response's ticket and customer details start out as whatever Atera fills into the survey code's placeholders. Pull ticket details can then replace them with what's on the ticket. For the bigger picture, read Attribution: linking feedback to tickets, customers and agents.

This integration looks up the response's ticket in Atera and updates the response with:

It runs at least five minutes after a response arrives, and again whenever the response changes.

Reconnect when your Atera API key is reset, or to connect a different Atera account. Atera stops accepting the old key as soon as it's reset. Simplesat doesn't recheck the key after you connect, and the page keeps showing Authenticated with Atera even while the integrations fail.

Survey code already in your Atera templates keeps working.

Atera's email templates have no email placeholder for technicians. The survey code builds the team member's email from the technician's first and last name plus @email.com instead. Each technician keeps the same made-up email as long as their name in Atera doesn't change. Pull ticket details replaces the customer with the real contact, but it doesn't change the team member.

Check that:

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

It needs the ticket ID, which the survey code fills in from {[Ticket Number]}, and it runs only on surveys connected to Atera. Give it at least five minutes after the response arrives.

The usual cause is a reset Atera API key. Reconnect with the new key and switch your integrations back on, as described in Change the Atera API key. If the page shows an error, look it up in Integration error messages and what they mean.

Yes. Put the survey in the email Atera sends when a ticket is resolved. Each email carries that ticket's number, which gives every resolved ticket its own survey. The steps are in Send surveys in Atera emails.

No. Survey code in an Atera email works without connecting. Connect Atera if you want ratings written into Atera and ticket details pulled into Simplesat.

The survey code builds each customer's email from their first and last name, because Atera's templates have no email placeholder. Switch on Pull ticket details, and each response's customer becomes the ticket's contact, with their real email.