Add a Simplesat survey to a ServiceDesk Plus email notification, and requesters can rate their request right from the email. You don't need to connect ServiceDesk Plus to Simplesat for that.
If you use ServiceDesk Plus Cloud or ServiceDesk Plus MSP Cloud, you can also connect it. Each response then goes on its request in ServiceDesk Plus, and the request's details come into Simplesat.
What the ServiceDesk Plus integrations do
The ManageEngine ServiceDesk Plus page in Simplesat lists these under Ticket integrations. Each one is turned on separately with Activate integration.
Integration | What it does | Where it shows |
Pull request details | Adds the request's details, requester and technician to the response | The response, in Simplesat |
Update request custom fields | Writes the rating, sentiment and comment to three request fields | The request |
Update request tags | Tags the request with the rating and sentiment | The request |
A fourth integration, Create request note, adds each response to its request as a note. The requester doesn't see the note and the technician isn't notified, and if the response changes later, a second note is added. The page shows Create request note only in workspaces where it's already switched on, and if you switch it off, it disappears from the page.
They only run on surveys connected to ServiceDesk Plus. A survey is connected when:
its delivery method is External email embed with the ManageEngine ServiceDesk Plus MSP option, or
it's an Event-based or Web-embed survey with Connected service set to ManageEngine ServiceDesk Plus.
Note: If we've changed one of your ServiceDesk Plus integrations for you, it can work differently from what's described here. Contact us to check what yours does.
Before you start
The ServiceDesk Plus integrations come with every Simplesat plan.
To connect ServiceDesk Plus and turn integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.
You need ServiceDesk Plus Cloud or ServiceDesk Plus MSP Cloud, the editions you sign in to with a Zoho account. The on-premises editions of ServiceDesk Plus and ServiceDesk Plus MSP can't connect, but they can still send the survey in their notifications.
You connect by signing in with your Zoho account, and the integrations then act as that user. Sign in as someone who'll keep their ServiceDesk Plus access.
When you connect, Simplesat asks ServiceDesk Plus for full access to requests and to its other modules: problems, changes, projects, releases, assets, CMDB, contracts, purchases, custom modules, solutions, setup and general. The integrations read requests and add notes, field values and tags to them. They don't use the other modules. If you need this for a security review, Integration security, permissions and data flow sets out what any connected tool can read and write.
Connect ServiceDesk Plus
When you connect, you'll be asked for two details:
Field | What to enter | Example |
Domain | The address you use for ServiceDesk Plus, without |
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Region | The code for the data center your ServiceDesk Plus account is in |
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The Region field lists these codes: United States us, Europe eu, United Kingdom uk, India in, Australia au, Singapore sg, Japan jp, Canada ca, Saudi Arabia sa.
On the Integrations page, open ManageEngine ServiceDesk Plus.
Click Authenticate.
In the window that opens, enter your Domain and Region, and click Authenticate.
Sign in with the Zoho account for that data center. When Zoho lists the access Simplesat is asking for, approve it.
When the page shows Authenticated with ManageEngine ServiceDesk Plus, click Activate integration on each integration you want, then fill in its settings.
Before you rely on an integration, test it on a real request, as described in Testing an integration end to end.
Send surveys in ServiceDesk Plus notifications
Once the survey is in a ServiceDesk Plus notification, requesters get it whenever ServiceDesk Plus sends that notification. This is one of several ways Simplesat can send a survey. If you haven't picked one yet, Choosing a survey delivery method puts them side by side.
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose ManageEngine ServiceDesk Plus MSP. It's the only ServiceDesk Plus option, whichever edition you use.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.
In ServiceDesk Plus, go to Setup → Automation → Notification Rules and open the notification that should carry the survey.
Click Customize Template, paste the HTML where you want the survey to appear, and save.
To test it, create a request with yourself as the requester, let ServiceDesk Plus send the notification, and click a rating in the email.
The survey code carries these placeholders:
What the code carries | ServiceDesk Plus placeholder |
Ticket ID |
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Ticket subject |
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Customer email and customer ID |
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Company name |
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Team member ID |
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Request link, saved as the ticket field |
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Category, service category and impact, saved as ticket fields |
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Level, saved as the ticket fields |
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When ServiceDesk Plus sends the notification, it fills in the request ID and the request link. Once ServiceDesk Plus is connected, Pull request details brings in the subject, requester, technician and request fields straight from the request.
Keep $RequestLink in the code. The integrations use the request link to find which request a response belongs to, and a response without it can't be matched to a request. For how placeholders work in every tool, see Placeholders and merge fields.
Feedback in ServiceDesk Plus
Simplesat writes to ServiceDesk Plus at least five minutes after a response arrives, and again whenever the response changes. Under When should this integration run?, you can limit each of these integrations to the surveys you choose. You'll find more on the timing and the Field mapping settings in Writing feedback back, and mapping the fields.
Update request custom fields
The rating, sentiment and comment go into three request fields you create in ServiceDesk Plus.
In ServiceDesk Plus, go to Setup → Customization → Request → Additional Fields and create three fields: Simplesat rating (Numeric), Simplesat sentiment (Single-line) and Simplesat comment (Multi-line). Note each field's key.
Add the three fields to your request template under Setup → Templates & Forms, and save the template.
In Simplesat, click Activate integration on Update request custom fields.
Its Field mapping has three values with placeholder text, one each for the rating, sentiment and comment field keys. The first one reads "Replace this with the Simplesat rating field key". Replace each one with the matching key from step 1, and click Save.
Update request tags
Each request gets a tag for the metric and rating, such as ss_CSAT_4, ss_NPS_9 or ss_CES_5, and one for the sentiment: ss_sentiment_positive, ss_sentiment_neutral or ss_sentiment_negative. The request's other tags aren't changed.
Request details in Simplesat
A response starts with what the survey code carries, and Pull request details adds the rest. Attribution: linking feedback to tickets, customers and agents goes into how Simplesat makes these connections.
Pull request details runs as soon as a response arrives. It reads the request and adds these to the response:
the request's subject, and the request number agents see, as the ticket ID
the request's priority, impact, level, mode, type, category, SLA, group and department, plus its link, as ticket fields
the requester's name, email, ServiceDesk Plus ID and job title
the request's technician, as a team member with the role Technician, with their name and ServiceDesk Plus ID
It replaces the ticket fields and team members the response had before.
Change the ServiceDesk Plus account or data center
To connect a different ServiceDesk Plus account, move to another data center or sign in as a different user:
Note which integrations are on.
Click Revoke access.
Click Authenticate, enter the Domain and Region, and sign in.
Click Activate integration on each integration you use.
After you connect again, every integration is still off, with its settings kept. Survey code in your ServiceDesk Plus notifications keeps working the whole time.
Heads up: Responses that arrive between Revoke access and turning the integrations back on aren't written to ServiceDesk Plus.
If the user who signed in loses access to ServiceDesk Plus, the integrations stop working, but the page still shows Authenticated with ManageEngine ServiceDesk Plus. Reconnect the same way.
Troubleshooting
Connecting ServiceDesk Plus fails with 400: Bad Request
The Region has to be the data center your ServiceDesk Plus account is in, and you have to sign in with the Zoho account for that data center. Enter the Domain without https://. If the region is right and you still see the error, contact us.
Feedback doesn't show up on my ServiceDesk Plus requests
Check each of these:
The survey is connected to ServiceDesk Plus, as described in What the ServiceDesk Plus integrations do.
The response has its request link. Open the response in Simplesat and look for the
urlticket field. If it isn't there, ServiceDesk Plus didn't fill in$RequestLinkin the survey code, and the integrations can't find the request.At least five minutes have passed since the response arrived.
Each integration shows as active, and its When should this integration run? includes the survey.
If you've reconnected with Revoke access and Authenticate, you clicked Activate integration on each integration again afterward.
If none of these explains it, send us the response's link.
The ticket link on my responses doesn't open the ServiceDesk Plus request
In ServiceDesk Plus Cloud, the request number agents see, such as #280295, isn't the ID in the request's address, such as /requests/3190000007995515/details. A survey Ticket URL built with {{ ticket_id }} uses the request number, so the link doesn't open the request. You'll find the request's own link on the response, in its url ticket field.
My ServiceDesk Plus integrations stopped working, but the page still says Authenticated
Once ServiceDesk Plus is connected, Simplesat doesn't check the connection again. If the user who signed in loses access to ServiceDesk Plus, the integrations fail, and the page still reads Authenticated with ManageEngine ServiceDesk Plus. To fix it, click Revoke access, then Authenticate, then Activate integration on each integration. To make sense of what the page shows, see Integration error messages and what they mean.
FAQ
Which editions of ServiceDesk Plus and ServiceDesk Plus MSP work with Simplesat?
All of them can send the survey in their notifications. Only the cloud editions, ServiceDesk Plus Cloud and ServiceDesk Plus MSP Cloud, can connect, so you need one of them to use the integrations on the ManageEngine ServiceDesk Plus page.
Do I need to connect ServiceDesk Plus to send surveys?
No. Survey code in a ServiceDesk Plus notification works without connecting. Connect when you want feedback to show up on your requests and request details to come into Simplesat.
What do the ss_ tags on my requests mean?
They come from Update request tags. ss_CSAT_4 means a CSAT rating of 4, ss_NPS_9 means an NPS rating of 9, and ss_sentiment_positive means a positive response.