Simplesat allows you to create surveys that you can embed Autotask email templates.

Read the full guide on how to embed a Simplesat survey in your emails.

Before activating an integration you'll first need to authenticate with Autotask.

To do this, you'll first need to create an API user in Autotask:

Be sure to keep the username and password as they're need later.

Then press the save & close button.

Next, go to the Autotask integration page by clicking here

Click authenticate and fill in the username and password which you've just created.

At region fill in the URL from this table which matches your region.

More information about this can be found on Autotask's website here.

Once you've filled everything in click authenticate.

You're now authenticated with Autotask! 🎉

Simplesat can automatically sync contacts over from Autotask to Simplesat.

The first time this integration gets activated it'll sync over all users, afterwards this integration will run once per day and sync over the users that have been updated in the 24 hours prior to that.

The contacts synced to Simplesat will have the following data synced over:

Here's an example of how this will look in Simplesat:

To set this up go to the Autotask integration page by clicking here.

Scroll down to contact sync and click activate integration.

Each time your customer provides a rating, Simplesat will associate the following information with the response.

All information gathered through the API will override fields sent through URL parameters.

Here's an example of how this will look in Simplesat:

To enable this, go to the Autotask integrations page by clicking here.

Scroll down to pull ticket details and click activate integration.

Simplesat can sync feedback to the related ticket as an internal note.

Here's an example of how this will look in Autotask:

To set this up, go to the Autotask integrations page by clicking here.

Next, scroll down to add feedback to ticket as an internal note and click activate integration.

Note:

For the internal note to be displayed as if created by the ticket contact your API user must have personation permissions. You can set this up by going to admin > account settings & users > resource/users (HR) > security levels, then select the security level your API user is set to. Then scroll down to the web services API section and enable ticket notes.
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Simplesat can display feedback in the custom fields of a ticket.

Here's an example of how this will look in Autotask:

To set this up, go to the Autotask integrations page by clicking here.

Authenticate if you haven't done so already, then scroll down to display feedback in ticket custom fields and click activate integration.

Next, scroll down a little to the field mapping table and map the values you want to your custom fields.

Once you've mapped your fields click save and you're done! 🎉

Simplesat can display feedback in the custom fields of a ticket.

Here's an example of how this will look in Autotask:

To set this up, go to the Autotask integrations page by clicking here.

Authenticate if you haven't done so already, then scroll down to add feedback to a contact's custom fields and click activate integration.

Next, scroll down a little to the field mapping table and map the values you want to your custom fields.

Once you've mapped your fields click save and you're done! 🎉

Simplesat can automatically send a survey by email to a ticket's contact when the related ticket has been set to completed.

To set this up you'll first need to have a survey set up as direct email delivery > event based

Configure your email, then go to the delivery tab and copy the endpoint.
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Next, go to the Autotask integrations page by clicking here.

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 field and click save.

Note: Currently the integration triggers once on tickets that have their status set to 'Completed'. If your status is named different or if you'd like it to trigger on a different status then please contact Simplesat support to set this up for you.

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.

Note: For this integration to work your API user needs to have permissions to create webhooks in your Autotask environment. That setting can be found in Autotask under admin > account settings & users > resources & users and select your API user. Check which security level the user has, then go to admin > security > security levels and open that security level.
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Then under the other section, the can create webhooks check needs to be enabled and a value needs to be filled in under the maximum number of webhooks: