If your help desk runs in Easy Redmine (now sold as Easy8), you can put a Simplesat survey in the emails it sends by pasting the survey into an Easy Redmine email template. You don't have to connect anything to do that.

Connecting Easy Redmine adds each response to the issue it rates as a private comment, and brings the issue's details and assignee into Simplesat.

What the Easy Redmine integrations do

The Easy Redmine page in Simplesat lists its integrations under Ticket integrations.

Integration	What it does	Where it shows
Pull ticket details	Adds the issue's details and assignee to the response	The response, in Simplesat
Display feedback in issue private comment	Adds the response to the issue as a private comment	The issue in Easy Redmine

Neither integration has settings. Once it's active, it runs on every response from a survey connected to Easy Redmine, as long as the response carries an Easy Redmine issue ID. A survey is connected to Easy Redmine when its delivery method is External email embed with the Easy Redmine option.

Before you start

The Easy Redmine integrations are available on every Simplesat plan. To connect Easy Redmine and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

An Easy Redmine administrator has to turn on the REST API first by checking Enable REST web service in the administration settings. If it's off, Easy Redmine rejects the integrations' requests.

The integrations act as the Easy Redmine user whose username and password you enter when you connect. That user needs to:

be able to view and edit the issues your surveys go out for, which Easy Redmine's docs call tasks. Easy Redmine lets a user comment only if they can do both.
have a role that allows private comments, so the feedback comments stay private.

What a connected tool can read and write is set out in Integration security, permissions and data flow.

Connect Easy Redmine

On the Integrations page, open Easy Redmine and click Authenticate.
Fill in the fields:

Field	What to enter
Easy Redmine URL	The web address you open Easy Redmine at, such as `https://acme.easyredmine.com/`
Username	The Easy Redmine user the integrations act as
Password	That user's password

Click Authenticate.
When the page shows Authenticated with Easy Redmine, click Activate integration on each integration you want.

To connect as a different user, or after the user's password changes, click Revoke access. Then click Authenticate again and enter the new details.

Heads up: Reconnecting doesn't switch the integrations back on. Click Activate integration again on each one you use.

Send surveys from Easy Redmine

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Easy Redmine.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.
In Easy Redmine, go to ⋮ → Help desk → All e-mail templates.
Open the email template that should carry the survey and click Edit.
In Mail body (HTML), click Source and paste the survey code where you want the survey to appear.
Click Update.

When Easy Redmine sends the email, it fills in these placeholders, and their values come back with each response:

What the code carries	Easy Redmine placeholder
Issue ID	`%task_id_without_hash%`
Issue subject	`%task_subject%`
Customer email	`%mail_to%`
Customer first name	`%user_first_name%`
Customer last name	`%user_last_name%`
The assignee	`%assignee%`

For how placeholders work in every tool, see Placeholders and merge fields.

Tip: To test the survey, create a ticket with yourself as the requester, open the email you get, and click a rating.

Feedback in Easy Redmine

Simplesat waits at least five minutes after a response arrives before it writes to Easy Redmine. It writes again whenever the response changes. There's more on timing in Writing feedback back, and mapping the fields.

Display feedback in issue private comment

The comment is posted as the Easy Redmine user who connected. It shows every question and answer, including the metric rating, and links back to Simplesat.

If the response changes later, for example when the customer answers another question, a second comment is added.

Issue, customer and agent details in Simplesat

A response's issue, customer and assignee first come from the placeholders in the survey code. Pull ticket details then fills in details from the issue itself. To learn how Simplesat makes these connections, read Attribution: linking feedback to tickets, customers and agents.

Pull ticket details

When a response arrives, and again whenever it changes, this integration reads the issue. It replaces the response's ticket fields and team members with:

the issue's ID and subject
the issue's priority, category and project, saved as the ticket fields priority, category and projectname
the issue's assignee, as a team member with the role Assigned to, with their name and Easy Redmine ID

It doesn't bring in email addresses. It doesn't change the response's customer either. The response keeps the customer from the survey code: the address Easy Redmine sent the email to, with their first and last name.

Troubleshooting

Feedback doesn't show up on my Easy Redmine issues

Check each of these:

The survey is connected to Easy Redmine. Its delivery method should be External email embed with Easy Redmine.
The response has the issue ID. The survey code carries it when Easy Redmine fills in %task_id_without_hash%.
At least five minutes have passed since the response arrived.
Display feedback in issue private comment shows as active. After you click Revoke access and Authenticate, you have to click Activate integration on it again.
The REST API is turned on in Easy Redmine. Enable REST web service should be checked in the administration settings.
The connected Easy Redmine user can view and edit the issue.

The feedback comment on my Easy Redmine issue isn't private

The comment is posted as the connected Easy Redmine user. Easy Redmine saves it as private only if that user's role allows private comments. Give that role the permission, or reconnect as a user whose role has it.

My Easy Redmine integrations stopped working after a password change

The integrations sign in to Easy Redmine with the username and password you entered when you connected. They stop working if the password changes or the user is locked or removed. To get them working again:

On the Easy Redmine page, click Revoke access.
Click Authenticate and enter the current details.
Click Activate integration on each integration you use.

I see two feedback comments on one issue

Display feedback in issue private comment runs when a response arrives and again when it changes, for example when the customer answers another question later. Each run adds its own comment, so the newer comment has the latest answers.

FAQ

Do I need to connect Easy Redmine to put a survey in Easy Redmine emails?

No. The survey code works on its own. Connecting adds the integrations that put responses on your issues and bring issue details into Simplesat.

Can I put the survey in more than one Easy Redmine email template?

Yes. Paste the same survey code into each template, or put a different survey's code in each one.