Although these integrations aren't required to collect satisfaction feedback from tickets, we still recommend setting them up so you can take full advantage of Autotask's ticket workflows and business rules.

To get started, create a new Autotask survey and head over to the Integrations section.

Step 1: Authenticate with Autotask

Click the Authenticate with Autotask button and follow the steps to add your credentials. Once you do this, all Simplesat/Autotask integrations will become available.

Revoking access

To completely revoke access and disable all integrations, click the Revoke Access button.

Note: Our servers are located in Ireland. If you're having an issue connecting, you may need to add that country to your firewall's filter. 🌏

Step 2: Activate individual integrations

Connect additional Autotask information

This integration will stay active as long as you have Simplesat authenticated with Autotask.

Once active, Simplesat will retrieve the following information through the API:

Contact

  • First Name
  • Last Name
  • ID
  • Company Name
  • Email

Ticket

  • Ticket Title
  • Ticket Number
  • Assigned Resource ID (Primary Resource)

Primary Resource

  • First Name
  • Last Name
  • Email
  • ID

Note: All information gathered through the API will override fields previously sent through URL parameters.

Update service ticket with an internal note

SimpleSat can update the support ticket with an internal note after a customer submits feedback.

Here's an example of how a note will look in an Autotask support ticket:

The note is flagged as Internal, with the integrated user as the author.

Ratings will be displayed as Good, Neutral or Negative. The additional Comment row will only appear if a comment was given.

To toggle this integration on/off, click the button at the bottom of the box:

Still need help?

Some of this may seem daunting if you're not an Autotask power user. We'd be happy to help walk you through the process, just let us know. 😃 

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