When your team completes a ticket in Vorex, the email Vorex sends your customer can include a Simplesat survey. You paste the survey into a Vorex email template, and it works without connecting Vorex to Simplesat.
Connecting Vorex lets you add each response to the ticket it rates as a private note, and also bring the ticket's details into Simplesat or open a new Vorex ticket from a response.
What the Vorex integrations do
These integrations are on the Vorex page in Simplesat:
Integration | Listed under | What it does | Where it shows |
Create follow-up tickets from feedback | Survey integrations | Opens a new Vorex ticket from a response | A new ticket in Vorex |
Pull ticket details | Ticket integrations | Adds the ticket, customer and assignee to the response | The response, in Simplesat |
Add notes to rated tickets | Ticket integrations | Adds the response to the ticket as a private note | The ticket |
The Ticket integrations only work on responses that came in with a Vorex ticket ID, from surveys set to Vorex on their Publish page.
Under When should this integration run?, you can limit each integration to the surveys you choose, and Create follow-up tickets from feedback to certain sentiments too.
Before you start
The Vorex integrations are available on every Simplesat plan. To connect Vorex and switch integrations on, you need:
The Manage integrations permission in Simplesat. Owner and Admin have it by default.
A Vorex API user, which is an employee record in Vorex set up for the API. The integrations act as this user, so the notes they add show under its name.
Integration security, permissions and data flow covers what a connected tool can read and write.
Connect Vorex
First, create the API user in Vorex:
In Vorex, go to HR → Employees and click New.
Set User Type to Api Employee and fill in the required fields. Use an email address you can open, because the password reset link goes there. Give the user the Administrator role, or another role with API Access turned on in Admin → Security → Roles.
Save the user, then set its password from a reset link. A Vorex admin can send one by selecting the user and choosing Reset and Send instructions, or you can request one from the Vorex login page.
Then connect in Simplesat:
On the Integrations page, open Vorex and click Authenticate.
Fill in these fields and click Authenticate:
Field | What to enter |
Username | The API user's user name |
Password | The API user's password |
Company Name | Your company name, as shown under My Settings in Vorex (click your name at the top right) |
Domain |
|
When the page shows Authenticated with Vorex, click Activate integration on each integration you want.
Heads up: If the API user's password changes, the integrations stop working, even though the page still shows Vorex as authenticated. To reconnect, click Revoke access, then click Authenticate and enter the new password. Then click Activate integration on each integration again, because reconnecting doesn't switch them back on.
Send surveys from Vorex
First, copy the survey in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Vorex.
On Publish, click Generate embed code.
Choose HTML and click Copy survey.
Then add the survey to the email Vorex sends when a ticket is completed:
In Vorex, go to Admin → Business Process → Email Templates and edit the Notify Client Ticket Closed template.
In the template's HTML view, paste the survey where you want it and click Save.
Go to Admin → Business Process → Workflow and open the Notify Client Ticket Closed workflow. Like the template, it comes with every Vorex account, but it's off by default. Make sure it sends the Notify Client Ticket Closed template, set it to Active and save.
The survey you pasted contains Vorex placeholders. Vorex fills them in when it sends the email, so each response arrives with the details of the ticket it rates:
What the survey carries | Vorex placeholder |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer first name |
|
Customer last name |
|
Company |
|
Team member email |
|
Team member first name |
|
Team member last name |
|
Placeholders and merge fields explains how placeholders get filled in, in every tool.
Tip: To test it, complete a ticket where you're the contact, open the email and click a rating.
Feedback in Vorex
Add notes to rated tickets adds each response to the Vorex ticket it rates as a private note. The first line of the note says who left positive, neutral or negative feedback, and on which survey. Below that, it lists every question and answer, with links back to Simplesat.
Simplesat waits at least five minutes after a response arrives before it adds the note. If the customer adds to their response later, for example by answering another question, a second note follows. Writing feedback back, and mapping the fields has the timing and settings for every tool.
Ticket and customer details in Simplesat
Simplesat connects each response to a customer and a team member, as Attribution: linking feedback to tickets, customers and agents explains.
With Pull ticket details, those details come from the Vorex ticket itself. As soon as a response arrives, the integration reads the ticket and uses its details in place of what the survey link carried:
The ticket's ID and title become the response's ticket ID and subject.
The ticket's contact becomes the customer, and the ticket's account becomes their company.
The ticket's assignee becomes a team member with the role Assignee. If the ticket has no assignee, the response still gets everything else.
The customer and the team member each come over with their name, email and Vorex ID.
Follow-up tickets in Vorex
Create follow-up tickets from feedback opens a new Vorex ticket when a response arrives. If the response changes later, it doesn't open another ticket.
The ticket's title is New metric feedback from customer name, for example "New CSAT feedback from Ana Lopez." Its details list the survey, the customer, a link to the response and every answer. For follow-ups in other tools, see Creating a follow-up ticket from feedback.
Heads up: The account, queue, location, status and priority for follow-up tickets are set inside the integration, not in its settings. They won't match your Vorex records until we set your IDs, so contact us before you turn it on.
By default, it opens a ticket for every response from every survey. To open tickets only for some surveys or sentiments, for example negative responses, choose Let me choose under When should this integration run? and turn on the switches you want.
Troubleshooting
My survey opens a page that says "There's no rating to provide at this URL."
The rating link has no ticket ID because Vorex didn't fill in [%Ticket ID%]. Paste the survey into a Vorex email template that's sent for a ticket, such as Notify Client Ticket Closed, and send it through the workflow rule. Also make sure you copied the HTML from a survey set to Vorex.
Feedback doesn't show up on my Vorex tickets
Check each of these:
The survey is set to Vorex on its Publish page, and the response came in with the Vorex ticket ID.
At least five minutes have passed since the response arrived.
Add notes to rated tickets shows as active. If you've used Revoke access and Authenticate to reconnect, click Activate integration again.
The API user's password hasn't changed since you connected.
If none of these explains it, contact us with a link to the response.
Follow-up tickets don't show up where I expect in Vorex
Create follow-up tickets from feedback uses an account, queue, location, status and priority set inside the integration, not yours. Contact us and we'll set your IDs.
FAQ
Do I need to connect Vorex to survey my customers?
No. The survey in your Vorex email template works on its own. Connecting adds the notes, the ticket details and the follow-up tickets.
Who are the notes posted as in Vorex?
The API user you connected with.