Add a simplesat survey to HaloPSA
Simplesat allows you to create surveys that you can embed HaloPSA email templates.
Authenticating with HaloPSA
You'll need to authenticate your HaloPSA account before installing any integration. Don't worry, you only need to do this once. 😉
Start off by going to your HaloPSA environment, then go to configuration > HaloPSA API.
Click on view applications and create a new application.
Use the following settings for the application:
Name: Simplesat
Authentication method: Client ID and Secret (Services)
Login type: Agent
Agent to log in as: The user you want to authenticate as
Permissions: All
Copy the client ID and client secret, then click save.
Next, go to the HaloPSA integration page by clicking here, then click authenticate.
At URL type in your HaloPSA URL. For example https://simplesat.halopsa.com/
You need to include the https:// in front of, and the / at the back of the URL!
At client ID and client secret fill in the ID and secret which you've just created and click authenticate.
You're now authenticated with HaloPSA! 🎉
Add private note to ticket
Simplesat can display feedback in the related HaloPSA ticket as a private note.
Here's an example of what this looks like in HaloPSA:
To set this up, go to the HaloPSA integration page by clicking here.
Next, scroll down to add private note to ticket and click activate integration.
Add feedback to ticket custom fields
Simplesat can add feedback to a ticket's custom fields.
Here's an example of what this looks like in HaloPSA:
To set this up you'll first need to create custom fields in HaloPSA.
Start off by going to configuration > custom fields
Make sure that entity is set to ticket.
Next, create 3 custom fields:
field name: simplesatrating
field label: Simplesat rating
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: simplesatsentiment
field label: Simplesat sentiment
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: simplesatcomment
field label: Simplesat comment
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
Then go to configuration > ticket > ticket types and go to the type of ticket where you'd like the fields to be displayed.
Click edit and navigate to the field list tab. Then add the 3 fields you've just created.
When you're done click save.
Repeat this for every ticket type where you want the Simplesat feedback to be visible.
Once you're done, go to the HaloPSA integration page by clicking here.
Scroll down to add feedback to ticket custom fields and click activate integration.
Add latest rating to a user's custom fields
Simplesat can add feedback to a user's custom fields.
Here's an example of what this looks like in HaloPSA:
To set this up you'll first need to create custom fields in HaloPSA.
Start off by going to configuration > custom fields
Make sure that entity is set to user.
Next, create 5 custom fields:
field name: latestcsat
field label: Latest Simplesat CSAT rating
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: latestces
field label: Latest Simplesat CES rating
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: latestnps
field label: Latest Simplesat NPS rating
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: latestfivestar
field label: Latest Simplesat 5-star rating
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
field name: latestsentiment
field label: Latest Simplesat sentiment
type of field: text
only show this field to agents: check
tab: select the tab where you want the field to be displayed
Once you're done, go to the HaloPSA integration page by clicking here.
Scroll down to add feedback to a user's custom fields and click activate integration.
Pull ticket details
Each time your contact provides a rating, Simplesat will associate the following information with the response.
Object | Data collected |
Ticket | ID, Summary, Priority, SLA, Team, Category |
Contact | ID, Name, Email, Company |
Owner | ID, Name, Email |
All information gathered through the API will override fields sent through URL parameters.
To set this up, go to the HaloPSA integration page by clicking here.
Authenticate, if you haven't done so already.
Then scroll down to pull ticket details and click activate integration.
Create follow-up ticket after receiving a low rating
Simplesat can create a follow-up ticket after receiving feedback with a negative or neutral sentiment.
Here's an example of what this looks like in HaloPSA:
The new ticket won't relate have a customer set so that they won't get a ticket created/ticket closed notification.
The original ticket will be set as the parent ticket.
To set this up, go to the HaloPSA integration page by clicking here.
Scroll down to create follow-up ticket after receiving a low rating and click activate integration.
Automatically send survey on ticket closure
Simplesat can automatically send a survey by email to a ticket's contact when the related ticket has been set to closed.
To set this up you'll first need to have an event-based survey set up by going to direct email delivery > event-based
Configure your email, then go to the delivery tab and copy the endpoint.
Authenticate if you haven't done so already, then scroll down to automatically send survey on ticket closure and click activate integration.
Once the integration has been successfully activated, scroll down a bit to endpoint URL.
Paste the survey endpoint in the endpoint URL field and click save.
Note: Responses gathered through event based surveys currently don't trigger ticket integrations. Please contact Simplesat support to enable this for your event based survey.