Simplesat vs. SmileBack
The best SmileBack alternative for MSPs
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Simplesat runs CSAT, NPS, CES, and 5-star surveys from your PSA or helpdesk, with follow-up questions that change with the rating.
SmileBack
is best for...
MSPs who run every client ticket through ConnectWise PSA and want one clean score.
Simplesat is best for...
MSPs that want the reason behind a client's score, not just the score itself.
Simplesat vs. SmileBack
Why teams switch
Ask why, not just how
Follow-up questions change with the rating, so a low score comes back with the reason behind it already attached.
Every platform your techs use
Connects to ConnectWise PSA, Autotask, HaloPSA, and Kaseya BMS, plus Zendesk, Freshdesk, Gorgias, Intercom, and HubSpot.
Technicians are unlimited
Every technician you survey is included on every plan, and each sees their own ratings inside the ticket they closed.
Where
SmileBack
wins
Switch from
SmileBack
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.
Frequently asked questions
What's the difference between "Account users" and "Support agents" in Simplesat?
Account users are individuals with specific roles who log into Simplesat; their numbers are limited by your plan. Support agents, (or team members), associated with feedback, have no limits, ensuring flexibility in feedback management. Learn more.
Can I migrate feedback from another system?
Definitely! Forward us your feedback data in CSV format, and we'll assist with the migration.
How does the Autotask integration actually work?
Connect Autotask and surveys send when tickets close, either as one-click embeds in your closure notification emails or sent by Simplesat automatically. Contacts sync daily for NPS campaigns, scores write back to ticket custom fields and contact records, and negative feedback can open follow-up tickets.
How does the ConnectWise integration actually work?
Connect ConnectWise PSA and surveys send when tickets close, on both service and project boards. Scores write back to ticket custom fields and contact records, feedback lands as internal notes, and negative responses can open follow-up tickets, with board, type, priority, and company details on every response.
What is the difference between Simplesat and SmileBack?
Both put a one-click rating in the email your PSA already sends, and both post the result back to the ticket. The difference is what you can ask and how the answer travels. SmileBack measures CSAT and NPS, with up to five questions on ConnectWise PSA project surveys and no question branching. Simplesat adds CES and 5-star, multi-question surveys whose follow-ups change with the score, and surveys in your client's language. SmileBack prices its subscription on the number of technicians receiving feedback; on Simplesat the technicians being rated are unlimited on every plan.
Will my surveys land in spam?
Surveys send from your own domain on every plan, authenticated through DNS so they inherit your sender reputation and land in the inbox. We'll walk you through the setup, and delivery stats show what was delivered, what bounced, and what went to spam.
Can follow-up questions change based on the rating?
Yes. Require a comment on low ratings, branch promoters and detractors to different questions, and show questions only when relevant. Follow-up question logic is included on every plan; question visibility rules start on Pro.
