When your team completes a request in Xurrent, a Simplesat survey can ask the person how it went. The survey can go out in an email Xurrent already sends, or in one Simplesat sends when the request is completed.

A survey link in a Xurrent email template works without connecting Xurrent. If you connect Xurrent, you can also have Simplesat send the email, add each response to its request as an internal note, bring request details into Simplesat, and keep your Xurrent people in Simplesat as customers.

What the Xurrent integrations do

The Xurrent page in Simplesat lists the integrations. You switch each one on with Activate integration.

Integration	Listed under	What it does	Where it shows
Sync contacts	Account-wide integrations	Adds your Xurrent people to Simplesat as customers and updates them once a day	Customers, in Simplesat
Send email survey on request completion	Survey integrations	Emails the survey to the request's requester when the request is completed	The requester's inbox
Pull request details	Ticket integrations	Adds the request, the requester and the assigned member to the response	The response, in Simplesat
Display feedback in request internal note	Ticket integrations	Adds the response to the request as an internal note	The request

The Ticket integrations run only on surveys connected to Xurrent, and only for responses that came in with a Xurrent request ID. A survey is connected when its delivery method is External email embed with the Xurrent option, or Event-based with Connected service set to Xurrent. You can also limit Pull request details and Display feedback in request internal note to the surveys you choose under When should this integration run?

Note: Some workspaces also see an older Send email survey on request completion, marked deprecated. It shows up only where it's still switched on. It works the same way, except that you set its survey as the Endpoint in its Field mapping instead of choosing it under Survey.

Before you start

The Xurrent integrations are available on every Simplesat plan.
To connect Xurrent and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.
You connect with a personal access token from a Xurrent person, and the integrations act as that person. Connect as someone who'll keep their Xurrent access.
Only people with the Auditor, Specialist, Account Designer or Account Administrator role in Xurrent can create a personal access token. A token can never do more than the person who created it.
The token needs the record types request, person, me and webhook. It needs webhook because Send email survey on request completion creates a webhook in Xurrent when you activate it.

If you need to know what a connected tool can read and write before you connect, see Integration security, permissions and data flow.

Connect Xurrent

First create a personal access token in Xurrent. Then enter it in Simplesat along with your Xurrent account details.

In Xurrent, click your profile picture in the top-right corner and go to My Profile.
Go to Personal Access Tokens and click Generate new token, or the + in the header bar.
Name it Simplesat, and in its scope, allow request, person, me and webhook. If Xurrent also asks which actions to allow, the integrations need to read and update requests, read people, and add and remove a webhook.
Generate the token and copy it. Xurrent won't show it again.
In Simplesat, go to the Integrations page, open Xurrent and click Authenticate.
Fill in the fields and click Authenticate.

Field	What to enter
Region	`global`, `aus` (Australia), `uk` (United Kingdom), `swiss` (Switzerland) or `us` (United States)
Environment	`prod` (production), `qa` (quality assurance) or `demo`
Account ID	The first part of your Xurrent address. For `https://acme.xurrent.com`, enter `acme`.
Personal Access Token	The personal access token you copied

When the page shows Authenticated with Xurrent, click Activate integration on each integration you want.

Heads up: To connect with a different token or Xurrent account, click Revoke access, then Authenticate again. Any integration that was on before switches back on by itself. Check that each one you use shows Deactivate integration, and click Activate integration on any that's still off.

Send surveys from Xurrent

Decide which email the survey goes out in: one that Xurrent already sends, or one that Simplesat sends when the request is completed. Choosing a survey delivery method compares these with Simplesat's other ways to send.

A survey in a Xurrent email

Paste a survey link into a Xurrent email template, and every email sent from that template carries the survey. You don't need to connect Xurrent for this.

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose Xurrent.
On Publish, click Generate embed code.
Choose Link and click Copy survey.
In Xurrent, go to Settings → Email Templates, select the template that should carry the survey, and click edit.
Paste the survey link and click Save.

Xurrent's Settings menu with Email Templates

Xurrent's Email Templates list with the Request Set to Completed template and the edit button

A Xurrent email template with the survey link added under the text Please let us know how we did, the link's URL field and the Save button

The link carries Xurrent placeholders, and Xurrent fills them in for each email it sends. Placeholders and merge fields explains how that works in every tool.

Each response comes in with these details:

What the link carries	Xurrent placeholder
Request ID	`{{request_id}}`
Request subject	`{{request_subject}}`
Customer email (the request's Requested for person)	`{{request_requested_for_primary_email}}`
Customer name	`{{recipient_name}}`
Company (the Requested for person's organization)	`{{request_requested_for_organization_name}}`
Team, saved as the ticket field `team`	`{{request_team_name}}`

Tip: To test it, create a request with yourself as the requester, complete it, open the email and click a rating.

Simplesat email when a request is completed

When a request's status changes to completed, Xurrent tells Simplesat, and Simplesat emails the survey to the request's Requested by person. This needs Xurrent connected.

Create the survey with Direct email delivery → Event-based.
On its Delivery subtab, set Connected service to Xurrent, so the Ticket integrations run on its responses.
On the Xurrent page, click Activate integration on Send email survey on request completion.
In Survey, choose the survey and click Save.

The Field mapping of Send email survey on request completion with the Survey row set to an event-based survey and the Save button

The survey's own Delay and Suppression apply as usual. Each response comes in with the person's name, email and organization, and the request's ID and subject.

Each request gets the survey once. If a request is reopened and completed again, it isn't surveyed again.

Feedback in Xurrent

Display feedback in request internal note adds each response to the Xurrent request it rates as an internal note. The note says who left what feedback on which survey, then lists every question and answer, with links back to Simplesat.

A Simplesat internal note on a Xurrent request, Tester McTestFace left positive feedback, with the question How did we do?, the rating 4 - Great, I'm satisfied and the follow-up answer

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.

For the timing and settings across every tool, read Writing feedback back, and mapping the fields.

Request, customer and member details in Simplesat

Attribution: linking feedback to tickets, customers and agents explains how Simplesat connects responses to customers and team members.

Pull request details

After a response arrives, Pull request details reads its request and replaces what the survey link carried with:

the request's ID and subject
the request's impact, category and urgent flag, saved as the ticket fields impact, category and urgent
the request's Requested by person as the customer, with their name, email, organization and Xurrent ID, plus their job title as the customer attribute job_title
the request's assigned member as a team member with the role Member, with their name, email and Xurrent ID

A response's Ticket and Customer panels after Pull request details, with Ticket ID, Ticket subject, Team member, Urgent and Category, and the customer's Name, Email, Company and job_title

If nobody is assigned to the request, Pull request details adds nothing, and the response keeps what the survey link carried.

Sync contacts

Sync contacts adds your Xurrent people to Simplesat as customers and updates them once a day. The first run imports everyone. After that, each run picks up the people who were updated in the past day. Each customer comes in with their name, email, organization and Xurrent ID. Nothing is written to Xurrent.

How syncs work is explained in Contact sync from a connected tool.

Troubleshooting

My customers don't get the survey email when a request is completed

Check each of these:

Send email survey on request completion shows as active, and Survey holds an Event-based survey.
The request's status is completed. Other statuses don't send the survey.
The request hasn't had the survey already. Each request gets it once.
The request's Requested by person has an email address in Xurrent.
The token you connected with has the webhook record type, because activating the integration creates a webhook in Xurrent. If the token is missing it, generate a new token that has it, click Revoke access, then Authenticate with the new token. Send email survey on request completion switches back on by itself if it was on. Check that it shows Deactivate integration, and click Activate integration if it's still off.

Then check the survey's Delay, in case the email isn't due yet. When a survey does not send covers the rest.

Feedback doesn't show up as an internal note on my Xurrent requests

Check each of these:

The survey is connected to Xurrent, and the response came in with the Xurrent request ID.
At least five minutes have passed since the response arrived.
Display feedback in request internal note shows as active. If you've reconnected with Revoke access and Authenticate, it switches back on by itself if it was on. If it's still off, click Activate integration.

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

FAQ

Do I need to connect Xurrent to survey my customers?

No. A survey link in a Xurrent email template works on its own. You need Xurrent connected for Simplesat's email on request completion, the internal notes, the request details and the contact sync.

Who gets the survey when the request is for someone else?

That depends on how you send it. Simplesat's email on request completion goes to the request's Requested by person, and Pull request details makes that person the response's customer. A survey link in a Xurrent email carries the Requested for person's email.