Put a Simplesat survey in an Inserve quick reply (snelle antwoorden), and it goes out with the reply you send on a ticket. The survey works on its own, without connecting Inserve.

If you also connect Inserve, you can switch on Pull ticket details. It looks up the ticket behind each response and brings in its customer, company and handler from Inserve.

Before you start

The Inserve integration is available on every Simplesat plan.
To connect Inserve and switch on the integration, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.
You need an Inserve API key, which you create in Inserve.

Connect Inserve

In Inserve, click your profile picture, then API instellingen.
Enter Simplesat as the key's name, click Nieuwe sleutel genereren, and copy the key.
In Simplesat, go to the Integrations page, open Inserve and click Authenticate.
In Subdomain, enter the first part of your Inserve address. For acme.inserve.nl, enter acme. In API Key, paste the key. Click Authenticate.
When the page shows Authenticated with Inserve, click Activate integration on Pull ticket details.

Before you rely on the integration, test it with a real ticket by following Testing an integration end to end.

Send surveys from Inserve

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Inserve.
On Publish, click Generate embed code.
Choose Visual and click Copy survey.
In Inserve, click your profile picture, then Instellingen, and go to Service → Snelle antwoorden.
Create or open a quick reply, paste the survey where it should appear, and save it.
Use the quick reply when you reply on a ticket.

The survey's links contain Inserve placeholders. When Inserve sends the reply, it swaps in the real values, so each response arrives already tied to its ticket and its customer:

What the link carries	Inserve placeholder
Ticket ID (the ticket number)	`[ticketnummer]`
Ticket subject	`[beschrijving]`
Customer email	`[klant_email]`
Customer first name	`[klant_voornaam]`
Customer last name	`[klant_achternaam]`
Company	`[bedrijfsnaam]`
Team member first name	`[behandelaar_voornaam]`
Team member last name	`[behandelaar_achternaam]`

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

Ticket, customer and agent details in Simplesat

Each response arrives with the values Inserve put into its survey link. Pull ticket details then adds what Inserve knows about the ticket itself. Attribution: linking feedback to tickets, customers and agents covers how Simplesat connects the two.

It runs as soon as a response arrives, on every response that comes in with a ticket number from a survey connected to Inserve. There's no setting for it on the survey. A survey counts as connected when:

its delivery method is External email embed with the Inserve option, or
it's an Event-based or Web-embed survey with Connected service set to Inserve.

It finds the ticket by its number and adds:

the ticket's description, as the response's ticket subject
the ticket's contact as the customer, with their name, email and Inserve ID
the ticket's company
the ticket's handler as the team member, with their name, email, Inserve ID and the role Behandelaar

This only happens when Inserve finds exactly one ticket with that number.

Note: After it runs, the response's ticket ID is Inserve's internal ID for the ticket, not the ticket number. The ticket number is saved in the ticket field number.

Change the Inserve connection

To use a new API key or connect a different Inserve account, go to Simplesat's Inserve page and:

Click Revoke access.
Click Authenticate and enter the new key and subdomain.
Click Activate integration on Pull ticket details.

Responses that arrive before you finish step 3 don't get their details from Inserve. The survey code in your Inserve quick replies keeps working.

If the API key is deleted in Inserve, the integration stops, but the page still shows Authenticated with Inserve. Create a new key and reconnect the same way.

Troubleshooting

I can't connect Inserve

In Subdomain, enter only the first part of your Inserve address, without .inserve.nl. Make sure you copied the whole API key from API instellingen. If it still won't connect, contact us.

My responses don't get their ticket details from Inserve

For a response to get its ticket details:

The survey has to be connected to Inserve.
The response has to carry the ticket number. Its link only gets one when Inserve replaces [ticketnummer], so send the survey from a quick reply on a ticket.
Pull ticket details has to show as active. After Revoke access and Authenticate, click Activate integration again.

If none of these explains it, send us the response's link.

The ticket ID on my response doesn't match the ticket number in Inserve

That's expected. Pull ticket details replaces the ticket ID with Inserve's internal ID for the ticket. You'll find the ticket number in the ticket field number.

My Inserve integration stopped working, but the page still says Authenticated with Inserve

Simplesat doesn't check the connection again after you connect. If the API key is deleted in Inserve, the integration fails and the page still reads Authenticated with Inserve. To fix it:

In Inserve, create a new key under API instellingen.
In Simplesat, click Revoke access.
Click Authenticate and enter the new key and your subdomain.
Click Activate integration on Pull ticket details.

FAQ

Do I need to connect Inserve to send surveys?

No. The survey works in your Inserve quick replies on its own, and its link already carries the ticket and the customer. It carries the handler's name too, but a name alone doesn't add a team member. Connecting Inserve lets Pull ticket details add the handler as the team member, with their email, and the Inserve IDs for both people.

Can Simplesat write feedback back to Inserve tickets?

No. Pull ticket details is the only integration on the Inserve page. It reads from Inserve and never writes anything back.

Inserve integrations