Simplesat vs. Retently
The Retently alternative that brings feedback into your helpdesk
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On paper, Retently and Simplesat do the same job, from ratings in your emails to scores by agent. What differs is where your team acts on each rating: inside Retently, or in the helpdesk it already uses.
Retently
is best for...
Brands whose CX or ecommerce team runs one feedback program across the whole journey and works it inside Retently.
Simplesat is best for...
Brands whose support team works the feedback in Zendesk, Gorgias, or Gladly, next to the conversations it's about.
Simplesat vs. Retently
Why teams switch
Ratings appear on the conversation
Simplesat can add each rating as an internal note in Zendesk or Gorgias, or inside the conversation in Gladly. Agents don't need a Simplesat login to see it.
Coach from what customers said
Every agent's results come with the comments behind them. Leaderboards rank the team, and a good rating can post to Slack or Microsoft Teams.
A low score lands in the queue
In Zendesk and Gorgias, a negative rating can open a follow-up ticket, and in Gladly a task, so getting back to the customer starts in the helpdesk.
Where
Retently
wins
Switch from
Retently
in 3 steps
Connect
Install from your helpdesk marketplace and authorize in one click.
Configure
Pick your survey type, match your brand, and set trigger rules
See results
Responses flow into Simplesat and your helpdesk from day one.
Fits right into your workflow
100+ integrations including Zendesk, Gladly, Salesforce and Gorgias — plus Slack, Teams, Power BI, and more. Set up in minutes.
What is
Retently
Retently calls itself an "AI Customer Experience Platform for Ecommerce & Retail." It collects NPS, CSAT, and CES "across every touchpoint," connects to Shopify, Klaviyo, Yotpo, and Okendo, and works with helpdesks including Zendesk, Gladly, Gorgias, Kustomer, and Richpanel. Its pricing is published, in separate tracks for ecommerce and B2B.
Feedback gets triaged and resolved inside Retently, with a button that opens the original ticket or conversation. That suits a CX team. A support team's day happens in the helpdesk, so for them, that's one more tool to keep open.
Frequently asked questions
Retently connects to Gorgias, Gladly, and Zendesk too. What's different?
Both connect, so look at where the work happens. In Retently, it happens in Retently: a response links back to its ticket, and the team works it in the Feedback Resolution report. In Simplesat, it happens in the helpdesk: a rating can be written onto the conversation it came from, and a low one can open a follow-up ticket in Zendesk or Gorgias, or a task in Gladly.
Does Simplesat run surveys beyond support?
Yes. Send recurring NPS by email, follow up on a Shopify order after the number of days you set, share a survey by link or SMS link, or run one on your website. Rating details can be added to the customer in Shopify, and feedback syncs to the customer's profile in Klaviyo. Positive comments can go on your website in testimonial widgets.
Does Simplesat pick out topics in comments?
Yes. From the Pro plan up, AI detects topics and sentiment in written comments automatically. On Starter, you tag topics by hand.
Does every agent need a Simplesat login?
No. Agents see their feedback inside the helpdesk without one, and the team members being rated are unlimited on every plan. Logins go to the admins and managers who run surveys and reports, and your plan sets how many. You can also give a manager or an agent access to just their own feedback.
Is pricing public for both?
Yes, up to Enterprise, which both price on request. Retently publishes separate plans for ecommerce and B2B, and Simplesat's plans are based on monthly responses. Both bill monthly or annually and offer a free trial with no credit card. Simplesat's lasts 14 days.
Can we import our past feedback?
Yes, from a CSV file. A date column keeps each response's original date, so last year's scores stay in last year. Importing is free, and our team can help.
