Your clients can get a Simplesat survey from Autotask in two ways. You can paste it into the notification emails Autotask already sends, or Simplesat can email the survey itself when an Autotask ticket is set to Complete. Survey code pasted into a notification works without connecting Autotask.

If you connect Autotask through an Autotask API user, you can turn on the integrations on Simplesat's Autotask page. They write each response to the Autotask ticket, project or contact it belongs to. They also add ticket, contact and resource details from Autotask to the response, bring your Autotask contacts into Simplesat as customers, and open follow-up tickets in Autotask.

The Autotask page groups its integrations under Account-wide integrations, Survey integrations and Ticket integrations.

These work on your Autotask instance as a whole, not on survey responses.

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

These work with the Autotask ticket or project a response came from, so they only run on surveys connected to Autotask. A survey is connected in either of these cases:

To connect Autotask and turn integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

Autotask's API only accepts connections from API users, not from regular Autotask users. Each API user carries a tracking identifier that ties it to one integration, so create an API user just for Simplesat.

The API user's security level decides what it can do in Autotask. For what any connection can read and write, see Integration security, permissions and data flow. The built-in API User (system) (API-only) level gives the API user access to all your Autotask data, and it works for every integration except Automatically send survey on ticket closure.

Automatically send survey on ticket closure creates a webhook in Autotask when you turn it on, so the API user needs a security level that can create webhooks. No security level allows this by default, and you can't edit Autotask's built-in levels. Make a copy instead:

If you build your own, more limited security level, it has to allow what each of your integrations does in Autotask:

In Autotask:

Simplesat needs the address of the Autotask API in your Autotask zone. This is your Region URL. It looks like https://webservices14.autotask.net/atservicesrest/v1.0, with your zone's number after webservices.

To find yours:

Autotask's own list of zones and their addresses is in its API documentation, under API zones.

The connect window asks for these details:

You can paste the survey into an email Autotask sends for a ticket or a project, or Simplesat can send its own email when a ticket is completed. If you're still choosing, Choosing a survey delivery method compares these options with Simplesat's other ways of sending a survey.

In Simplesat:

In Autotask:

When Autotask sends the email, it fills in the variables in the survey links. That way, each response arrives with its ticket, contact and resource. Placeholders and merge fields explains how survey-link variables work in every tool.

The primary resource becomes the team member on the response, with the role Primary resource.

The steps are the same as for ticket emails, with two differences:

Autotask has no contact variable for projects, so the customer email is a stand-in, such as [email protected]. As a result, Add feedback to a contact's custom fields and Create follow-up ticket after receiving feedback find no contact for project responses.

Every integration under Ticket integrations runs on both ticket surveys and project surveys. A ticket integration finds nothing to update on a project response, and a project integration finds nothing on a ticket response. If you use both kinds of survey, open each of these integrations, choose Let me choose under When should this integration run?, and turn on only the surveys it's meant for.

With this option, Autotask tells Simplesat whenever a ticket's status changes, and Simplesat sends the survey when the new status is Complete. To set it up, the API user needs a security level that can create webhooks, as described in Before you start.

The status has to be named exactly Complete. Other statuses don't send the survey, including statuses you created. When a ticket is completed:

No survey goes out if the ticket has no contact, or if its contact has no valid email address. Each ticket gets one survey, even if it's reopened and completed again.

Simplesat waits for the survey's Delay before sending, and applies its Suppression. The emails show on the survey's Email activity. If one doesn't arrive, When a survey does not send lists what to check.

Simplesat records one response per ticket for each survey. If a client rates the same ticket twice, the second rating updates the first.

To choose which tickets get a survey, paste it into an Autotask notification and add conditions to the workflow rule that sends it, for example to leave out co-managed tickets or certain companies. Automatically send survey on ticket closure has no conditions of its own. If you use it, set Suppression on the survey to stop the same contact from getting repeat survey emails. For how that setting works, see Direct email surveys.

A ticket or project integration finds the Autotask record by the ticket or project number on the response. A contact integration needs an Autotask contact whose email matches the response's customer email.

Writebacks run at least five minutes after a response arrives, and again whenever the response changes. Writing feedback back, and mapping the fields covers this timing and the settings.

The ticket gets an internal note titled "New sentiment feedback from customer name on survey survey name". The note contains every question and answer from the response. The only setting is which surveys the integration runs for.

Here the response goes into the ticket's user-defined fields (UDFs). You pick the fields in the integration's Field mapping. It lists your Autotask ticket fields, including UDFs, by their names in Autotask.

First, create the UDFs in Autotask. Go to Admin → Features & Settings → Application-Wide (Shared) Features → User-Defined Fields, and open the tab for tickets. These field types work with what Simplesat sends:

A List field won't accept sentiment, because Autotask expects a list option's ID, so use a text field.

Then map the fields in Simplesat:

The Field mapping reads your fields from Autotask every time the page loads, so reload it to see a UDF you just created.

For contacts, the response goes into UDFs on the Autotask contact whose email matches the response's customer email. Nothing is written if the response has no customer email or no contact matches.

Create the UDFs on the tab for contacts, then map them the same way as for tickets. Unless you choose specific surveys under When should this integration run?, it runs on responses from every survey.

Responses from an Autotask Projects survey can go into UDFs on the project whose number is on the response. Create the UDFs on the tab for projects, then map them in the integration's Field mapping.

The project gets a note with the same title and text as the ticket note. Like the ticket note, the only setting is which surveys it runs for.

Each response can show which ticket was rated, which contact rated it and which resource handled it. These details first come from the variables Autotask fills into the survey link. Pull ticket details then replaces them with what's on the ticket. For how Simplesat links responses to tickets, customers and team members, see Attribution: linking feedback to tickets, customers and agents.

As soon as a response arrives from a survey connected to Autotask, Simplesat finds the ticket by its number and brings in:

The response gets no team member from Autotask if the ticket is unassigned or its primary resource has no email address. It gets no customer from Autotask if the ticket's contact has no email address.

Your Autotask contacts become Simplesat customers. The first run imports all your existing contacts. After that, the sync runs once a day and picks up contacts updated since the last run. Nothing is written to Autotask.

Each customer gets their name, email, Autotask contact ID and company, plus these customer attributes:

The status attributes are true or false, and the sync replaces all of these attributes each time it updates a customer.

The sync skips contacts without an email address, and it only sees the contacts the API user can see in Autotask. With an API User (system) security level, that's all of them. Contact sync from a connected tool explains how contact syncs work in general.

Create follow-up ticket after receiving feedback opens an Autotask ticket when a response arrives, so your team can act on the feedback in Autotask. It looks for the Autotask contact whose email matches the response's customer email and files the ticket under that contact's company. The contact itself isn't set on the ticket. If no contact matches, no ticket is created.

The integration's Field mapping sets the new ticket's details. By default, the ticket has:

To send the tickets to a queue, fill in Queue ID with the ID of the Autotask queue. You can also set status, priority, the assigned resource, issue type and any other field Autotask accepts on a new ticket.

Until you change When should this integration run?, every rating opens a ticket. To open tickets only for unhappy customers, choose Let me choose and turn on the neutral and negative switches. When you choose Let me choose, all its switches start off, and nothing runs until you turn at least one on.

A second ticket opens if a teammate changes the rating on the Feedback page. The same happens if the customer rates the same ticket again more than five minutes later. For more about follow-up tickets, see Creating a follow-up ticket from feedback.

To connect a different API user, a new Region URL or another Autotask instance, click Revoke access. Then click Authenticate and enter the new details.

Revoke access stops every Autotask integration, including the contact sync and the survey on ticket closure. Their settings are kept, and each one stays off until you click Activate integration on it again. Responses that arrive while an integration is off aren't written to Autotask. Survey code in your Autotask notification templates keeps working, because it doesn't use the connection.

Simplesat doesn't check the connection after you connect. If any of these happens, the integrations stop, but the page still shows Authenticated with Autotask:

To fix it, reconnect the same way. The page doesn't show which API user is connected, so keep a note of the one you used.

When your zone changes, your Region URL changes too, and every integration fails until you update it.

Some workspaces also see an older version of Automatically send survey on ticket closure, marked deprecated. It sends the same survey, but you set the survey's endpoint in its Field mapping instead of in a Survey setting.

The older version keeps its own record of surveyed tickets, so if both versions are on, a completed ticket can get a survey from each. Set up the newer one, then turn the older one off. Writing feedback back, and mapping the fields explains how to move to a newer version.

Check that:

Simplesat doesn't show Autotask's refusals as errors. If none of these explains the problem, send us the response's link and support can read the log.

The link still has Autotask's variables in it, such as [Ticket: Number], because Autotask didn't fill them in. This happens when you click a survey in a template preview, or in a test email that isn't tied to a real ticket. Complete a real test ticket, then click the survey in the email Autotask sends.

If the link points to an Autotask page instead of Simplesat, Autotask's editor changed it. Generate the code again and paste it into the HTML view of the email body.

If the survey is pasted into an Autotask notification, Autotask sends the email. Check the workflow rule that sends it and the template the code is in.

If you use Automatically send survey on ticket closure, start with the survey's Email activity, then check that:

For other causes, see When a survey does not send.

Turning this integration on creates a webhook in Autotask. Autotask only lets an API user create webhooks if its security level has Can create WebHooks turned on. Give the API user a copy of API User (system) (API-only) with that setting on, then activate the integration again. The steps for making the copy are in Before you start.

Reload the page. The Field mapping reads your fields from Autotask every time it loads.

Check that you created the UDF on the right tab in Autotask (tickets, contacts or projects) and that it's active.

If it still doesn't show, the connection may have stopped working. Click Revoke access, then Authenticate, then Activate integration on each integration you use.

Simplesat doesn't check the connection after you connect, so the page doesn't change when the connection breaks. That happens when:

Click Revoke access, then Authenticate with the correct details, then Activate integration on each integration you use. To understand the messages the page does show, see Integration error messages and what they mean.

That's expected after Revoke access. Click Activate integration on each one you use. Their settings and Field mapping are kept.

Contacts without an email address aren't imported, and the sync only sees the contacts the API user can see in Autotask. An API User (system) security level sees all of them. If your first import still stopped short, contact us and support can run it again.

The team member is the ticket's primary resource. Simplesat takes it from the survey link first, then from Pull ticket details. A response gets no team member when:

To change the team member on a response, see Attribution: linking feedback to tickets, customers and agents.

The API User (system) (API-only) security level works for every integration except Automatically send survey on ticket closure. That one also needs Can create WebHooks, which you can only turn on in a copied security level. If you want a more limited level, the table in Before you start lists what each integration needs.

The integrations read and update tickets, contacts and projects, add notes, and create tickets. None of them deletes a ticket, contact or project in Autotask.

In a browser, open https://webservices.autotask.net/atservicesrest/v1.0/zoneInformation?user=username, with your API user's username in place of username. Add v1.0 to the end of the url Autotask returns, and make sure it starts with https://.

Not with Automatically send survey on ticket closure, which only sends when the status is named exactly Complete. To survey on another status, paste the survey code into a notification template. Then set up a workflow rule that sends it when a ticket changes to that status.

If the survey is pasted into an Autotask notification, yes. Add conditions to the workflow rule that sends it. Automatically send survey on ticket closure has no conditions, so it sends one survey for every completed ticket that has a contact. Suppression on the survey stops repeat emails to the same contact for the number of days you set.

No. Survey code pasted into an Autotask notification works on its own. You only need to connect Autotask for the integrations on the Autotask page.

Autotask's API only accepts connections from API users, not from regular Autotask users. Each API user carries a tracking identifier for a single integration. When you create the API user, choose Integration Vendor under API Tracking Identifier, then select Simplesat. If more than one Simplesat entry appears, contact us before you save. You can't change the identifier later, so if it's wrong, create a new API user and reconnect.

Yes, with the Generic Embed option, since there's no Autotask option for opportunities.

Responses from this survey aren't connected to Autotask, so the ticket integrations don't run on them. For more about Generic Embed and its placeholder fields, see External email embed.

Not on its own. Sync contacts saves the opt-out on each customer as Autotask Survey Opt Out Status. When you send a survey to an audience from Simplesat, you can add an audience rule to leave those customers out.

The email from Automatically send survey on ticket closure still reaches contacts who opted out, because it has no audience. A survey pasted into an Autotask notification goes to whoever Autotask sends that notification to.

Every integration on the Autotask page turns off, and responses that arrive while they're off aren't written to Autotask. Survey code in your notification templates keeps working. You can connect again whenever you like. Click Authenticate and enter the API user's details, then click Activate integration on each one you use.

Create the UDFs in Autotask: a Numeric field for the rating and text fields for the sentiment and comment. Then turn on Display feedback in ticket custom fields and map the fields in its Field mapping. For contacts, use Add feedback to a contact's custom fields. For projects, use Add feedback to a project's custom fields.