You can put a Simplesat survey in the emails Naverisk sends from its email templates, for example the email a contact gets when their ticket closes. Naverisk fills in the ticket, the contact and the ticket's owner, so every response comes in linked to them.
There's nothing to connect. You generate the survey code in Simplesat and paste it into a Naverisk email template.
Before you start
You can add a survey to Naverisk on every Simplesat plan.
Send surveys from Naverisk
Start in Simplesat:
Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Naverisk.
Click Generate embed code.
Choose Visual if you'll paste the survey into Naverisk's template editor, or HTML if you'll paste it into an HTML template file. Then click Copy survey.
Naverisk fills in these variables in each rating link when it sends the email:
What the link carries | Naverisk variable |
Ticket ID |
|
Ticket subject |
|
Customer email |
|
Customer first name |
|
Customer last name |
|
Company name |
|
Team member email |
|
Team member ID |
|
Ticket fields, saved on the response |
|
Placeholders and merge fields explains how placeholders work in every tool.
Then paste the survey into Naverisk, either in the template editor or in an HTML template file.
Naverisk's template editor
In Naverisk, go to Settings → Email Templates, click Edit on the template that should carry the survey, and choose Custom.
Paste the survey where you want it to appear.
Check the link on each rating icon. The editor can change the curly braces in the links into
%7Band%7D, so{SimpleIncident.IncidentID}becomes%7BSimpleIncident.IncidentID%7D, and then Naverisk doesn't fill in the variables. Change every%7Bback to{and every%7Dback to}, and save each link.Save the template.
Test it: create a ticket with yourself as the contact, close it, and click a rating in the email Naverisk sends you.
HTML template files
Open the HTML file of the template that should carry the survey, paste the code where you want the survey to appear, and save the file with the
.html.templateextension that Naverisk uses for HTML templates.In Naverisk, go to Settings → Email Templates and upload your file for that template. If you can't, send the file to Naverisk support at [email protected] and they'll upload it for you.
Test it: create a ticket with yourself as the contact, close it, and click a rating in the email Naverisk sends you.
Troubleshooting
My Naverisk survey link says "There's no rating to provide at this URL."
Naverisk didn't fill in the ticket ID. Look at the link behind a rating in an email Naverisk sent. You'll see {SimpleIncident.IncidentID} or %7BSimpleIncident.IncidentID%7D where the ticket ID should be.
If you see %7B and %7D, the template editor changed the curly braces. Open the template, change every %7B back to { and every %7D back to } in each rating link, and save.
Test with an email Naverisk sends for a real ticket, not a preview.
FAQ
Do I need to connect Naverisk to Simplesat?
No. The survey works from the code in the email template.
Should I copy Visual or HTML for Naverisk?
Visual if you paste the survey into Naverisk's template editor. HTML if you paste it into an HTML template file.
Who is the team member on a Naverisk response?
The ticket's owner in Naverisk, by their Naverisk user name and user ID.
Do I need to update the code in Naverisk when I change the survey?
After some changes, yes. The code in your Naverisk template doesn't update when the survey does. If you change the survey's metric question, or its rating choices, icons or labels, generate the code again and replace it in Naverisk. External email embed lists which changes need new code.