With Simplesat and Halo, you can send surveys from your Halo emails, put the feedback on Halo tickets and users, and bring ticket, customer and agent details into Simplesat. Survey code pasted into a Halo email works without connecting Halo. Everything here works the same for HaloPSA, Halo Service Desk and HaloITSM.

These run on their own from Halo, when a ticket closes or once a day, rather than on survey responses.

These run on responses from any survey, however it was sent.

Sync feedback to user's custom fields, Create follow-up ticket after receiving feedback and the ticket integrations below each have a When should this integration run? setting that picks the surveys. In the follow-up integration, it also picks the sentiments. Under Let me choose, a survey you create later stays off until you switch it on.

These work with the Halo ticket a response came from, so they run only on surveys connected to HaloPSA.

A survey is connected to HaloPSA when:

Every Simplesat plan includes the HaloPSA integrations. To connect Halo and turn integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

In Halo, you create an API application for Simplesat. The integrations act as the agent you choose under Agent to log in as. Halo limits the application to what that agent can do, on top of the permissions you tick on the application's Permissions tab. That means the agent needs access to the tickets, clients and users the integrations work with, and the application needs these permissions:

You can tick all instead, which gives the application everything the agent can do.

Give the agent Halo's Can edit closed Tickets permission, because most responses arrive after the ticket closes. Without it, Halo refuses the private note and the ticket custom fields once a ticket is fully closed.

Sync feedback to ticket custom fields and Sync feedback to user's custom fields also need custom fields that you create in Halo first.

Integration security, permissions and data flow sets out what Simplesat can read and write in Halo.

In Halo:

In Simplesat:

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

To decide whether Halo or Simplesat should send the survey, see Choosing a survey delivery method.

To put the survey in the email Halo sends when a ticket is closed, start in Simplesat:

Then, in Halo:

Paste the code into each closing template you use. Ticket Closed goes out when an agent closes a ticket with an action that sends it, such as Halo's default Close Ticket action. In other cases, Halo sends one of these instead:

If you use message groups, each group has its own copy of Ticket Closed, so paste the code into each one.

When Halo sends the email, it fills in the placeholders in the survey links. Placeholders work as described in Placeholders and merge fields.

The group, type, risk level and risk description are saved on the response as ticket fields. With Pull ticket details on, they're removed seconds after the response arrives, and the ticket's priority, SLA, team and category are saved instead.

The code includes the agent assigned to the ticket but not their email, and it has no company. Pull ticket details adds the agent's email, the customer's Halo ID and the company from the ticket.

To test it, close a real ticket whose end user is you, and click a rating in the email. If a link in the email still shows $FAULTID, Halo didn't fill it in, and the link opens a page that says "There's no rating to provide at this URL."

Each ticket gets one response per survey, and a second rating on the same ticket updates the first. Halo decides which tickets get the email and when it goes out, so Simplesat's Delay and Suppression don't apply.

Follow the steps for Halo PSA, but choose Halo Service Desk under Choose where to add your survey. Its code has the same placeholders as Halo PSA, with these differences:

If you want agents to add the survey to a ticket email themselves, save the code as canned text. Code from either option works.

Agents can then insert the canned text into an email on any ticket. Halo fills in the placeholders when it sends the email.

With this option, Simplesat sends the email, and Halo tells it when a ticket closes. In Simplesat:

Turning it on adds a webhook named "Send Simplesat survey on ticket closure" to your Halo, under Configuration → Integrations → Webhooks. Leave it as it is, because the integration relies on it.

When a ticket closes in Halo, Simplesat emails the survey to the ticket's end user. Responses come back with the ticket, the end user and their client, and the ticket's agent with their email. If the end user has no email address, no survey goes out.

Every closure sends the survey, including when a ticket is closed again. To stop the same customer from getting repeat surveys, set the survey's Suppression, in days. Delay holds each email for the number of hours you set, and Direct email surveys has more on both.

The integration has no setting to leave out ticket types or teams.

Each email shows on the survey's Email activity. If one doesn't arrive, work through When a survey does not send.

To write to a ticket, an integration needs the Halo ticket ID that came in with the response. Writebacks run at least five minutes after a response arrives, and again whenever it changes. The timing and settings are in Writing feedback back, and mapping the fields.

The response appears on the rated ticket as a private note, hidden from the end user. The note's outcome reads "New sentiment feedback from customer name". The note shows the customer, the sentiment and the survey, with links to each in Simplesat, followed by every question and answer.

If the customer adds a comment more than five minutes after the note is written, it goes in a second note.

The rating, sentiment and comment go into ticket fields with fixed names. There's no Field mapping, so create these fields in Halo first:

To create each one:

A ticket shows only the custom fields on its ticket type's field list. For each ticket type that should show them:

When the response changes, the new values overwrite the old ones.

To keep each customer's latest rating and sentiment on their Halo user, turn this on for the surveys you pick in When should this integration run?. It looks for the Halo user whose email matches the response's customer email. If no user matches, it writes nothing.

These fields also have fixed names, so create them in Halo the same way as the ticket fields, with Entity set to User and Type of Field set to Text.

User fields show on the user's Additional Fields tab, unless you chose another tab when you created them.

Each response can show which ticket was rated, who rated it and which agent handled it. These details come first from the placeholders Halo fills into the survey link. Pull ticket details then replaces them with what's on the Halo ticket. Attribution: linking feedback to tickets, customers and agents explains how Simplesat links them.

As soon as a response arrives, Pull ticket details reads the rated ticket and adds:

It runs only on surveys connected to HaloPSA, for responses that have a ticket ID. If the agent has no email address in Halo, the response keeps the team member from the survey link. If Halo can't find the ticket, nothing is added.

Your Halo users become Simplesat customers, updated once a day. The first run brings in every user, active and inactive. After that, each run brings in the users that changed in Halo in the day before it ran. Nothing is written to Halo, and users without an email address are skipped.

Each customer gets their name, email and Halo user ID, and their client as the company. They also get two attributes from their settings in Halo, Inactive and Never send emails, each true or false.

Deleting or deactivating a user in Halo doesn't remove the customer from Simplesat. After the next run, a deactivated user shows Inactive as true, and you can use that in an audience rule.

There's more on contact syncs in Contact sync from a connected tool.

To follow up on feedback in Halo, turn on Create follow-up ticket after receiving feedback. It opens a ticket when a response arrives, and doesn't open another one if the rating changes. The follow-up is created as a child of the rated ticket, so only responses that came from a Halo ticket get one.

Until you change When should this integration run?, every rating opens a ticket. To open tickets only for unhappy customers, choose Let me choose in that setting, then turn on all four neutral and negative switches for each survey. The switches come in two columns, one for responses with a comment and one for responses without, and a response opens a ticket only if its sentiment is switched on in the matching column. Every switch starts off, and nothing runs until at least one is on.

By default, the follow-up ticket:

A setting in the integration copies the rated ticket's user, client, site and agent onto the follow-up. It's off by default.

The integration's Field mapping lists the Halo ticket fields, such as Tickettype ID, Team ID, Client ID, Site ID, User ID, Category 1, Impact and Urgency. Give each one a fixed value or a value from the response. Fields that end in ID take the ID from your Halo.

Halo applies its own rules to new tickets. If the ticket type makes fields mandatory, such as Category, Impact or Urgency, map them. The category has to be allowed for the ticket type, and the client, site and user have to belong together. If any of this is wrong, Halo refuses the ticket.

For a deeper look at follow-ups, see Creating a follow-up ticket from feedback.

Before you change anything, note which integrations are on.

The integrations stop if you generate a new client secret, change the application's agent or deactivate the application in Halo. The page still shows Authenticated with HaloPSA when that happens. If you change the agent, Halo needs a new client secret too.

To reconnect:

Revoke access stops every HaloPSA integration, including Sync updated users from HaloPSA to Simplesat and Send survey on ticket closure. Their settings are kept, and each one stays off until you click Activate integration on it. Responses that arrive while an integration is off aren't written to Halo.

Survey code in your Halo email templates and canned text keeps working.

To move from a Halo sandbox to production, or to a new Halo address:

Then, in the old Halo, delete the "Send Simplesat survey on ticket closure" webhook if it's still there.

An integration marked deprecated is listed on the HaloPSA page only while it's on, and disappears once you turn it off.

Create follow-up ticket after receiving a low rating creates a follow-up for every response that isn't positive. You can't choose the surveys or sentiments, and it doesn't copy anything from the rated ticket. Create follow-up ticket after receiving feedback replaces it. Set up the newer one, then turn the older one off. If both are on, a negative response opens two tickets.

The older Send survey on ticket closure takes the survey's address in its Field mapping, where the current version has a Survey setting. Both versions add a webhook with the same name to Halo, so contact us before you switch and we'll help you move.

If it still won't authenticate, contact us and tell us what you see on the page.

Halo's refusals don't show as errors in Simplesat. Send us the response's link, and support can read the log and run the integration again once the cause is fixed.

Halo's refusals don't show as errors in Simplesat. If none of these explains it, send us the response's link and support can read the log.

After Revoke access and Authenticate, each integration stays off until you click Activate integration on it. Its settings are kept. Responses that arrive while an integration is off aren't written to Halo.

Users without an email address aren't imported. The first run brings in every user. After that, each daily run brings in only the users that changed in Halo in the day before it ran. To bring in every user again, contact us.

Simplesat doesn't recheck Halo after you authenticate. A new client secret, a changed agent, a deactivated application or removed permissions in Halo all make the integrations fail, but the page still reads Authenticated with HaloPSA.

To fix it, click Revoke access, then Authenticate with the application's current details, then Activate integration on each integration you use.

The messages the page can show are explained in Integration error messages and what they mean.

Survey code in a Halo email sends the survey, and each response comes back with the ticket, customer and agent from the link. It works without connecting Halo. The integrations on the HaloPSA page work once you've authenticated with Halo. They add a private note and fields to the ticket, update the Halo user, pull ticket details, open follow-up tickets and bring your Halo users into Simplesat. Send survey on ticket closure is the only one that sends a survey.

It depends on which integrations you turn on. Each one needs some of read:tickets, edit:tickets, read:customers, edit:customers and admin:webhooks, as listed in the table in Before you start. You can also tick all. The permissions go on the application's Permissions tab, not on an agent role. Halo also limits the application to what its agent can do, so check that the agent can reach the tickets, clients and users the integrations work with.

Yes. Turn on Send survey on ticket closure with an Event-based survey. When a ticket closes, Simplesat emails its end user, applies Delay and Suppression, and records the email on Email activity. Or you can put the survey code in Halo's Ticket Closed template and let Halo send it.

Not automatically. Pull ticket details credits the agent assigned to the ticket and doesn't read any other agent field. To credit someone else on a response, change its team member as described in Attribution: linking feedback to tickets, customers and agents.

Not for the ticket and user fields. Sync feedback to ticket custom fields writes the rating, sentiment and comment to fields with fixed names, and Sync feedback to user's custom fields does the same with the latest ratings and sentiment. Neither one has a Field mapping. The private note holds every question and answer. For a follow-up ticket, the Field mapping sets the ticket's fields.

No. Sync updated users from HaloPSA to Simplesat only adds and updates customers. When you deactivate a user, their Inactive attribute changes to true at the next run, and you can use it in an audience rule. A sync first turned on before March 24, 2026 may leave it false, and support can update the sync if you contact us. A deleted user stays as they were.

Not in Simplesat, which doesn't show Halo's errors. Send us the response's link, and support can read the integration's log and tell you what Halo refused.

Yes, for responses Halo refused. Send us their links, and once the cause is fixed, support can run them through the integration again. Running the private note or follow-up ticket integration again adds a second note or ticket.

That depends on who sent it. Emails from Send survey on ticket closure are listed on the survey's Email activity. When the survey code is in a Halo email, Halo sends it, so Email activity doesn't list it. Check the ticket in Halo.

Yes. They're the same Halo platform as HaloPSA, with the same API. Authenticate on the HaloPSA page with your Halo's address, and choose Halo Service Desk or Halo PSA as the survey's delivery option.

No. A workspace's HaloPSA page works with one Halo at a time. Move to another Halo instance lists what to change when you switch.