Simplesat vs. SmileBack
The SmileBack alternative that asks your clients the next question
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SmileBack, sold by ConnectWise as Customer Feedback, puts a one-click rating in your closed-ticket email. Simplesat does too, then asks an unhappy client what went wrong while the ticket is still fresh.
SmileBack
is best for...
MSPs that want clients to rate every closed ticket in one click, and a survey that stays exactly that simple.
Simplesat is best for...
MSPs that want the reason behind each rating, and one program for ticket CSAT and client NPS that doesn't stop at email.
Simplesat vs. SmileBack
Why teams switch
Know why before you call
A frown with no comment tells you a client is unhappy, not why. On every plan, Simplesat asks why, so your call can start from what they told you.
One program, more places to ask
Text a client a survey link after an onsite visit, or embed a survey on your website. Run client NPS by email on a schedule next to your ticket CSAT.
Every technician, on every plan
SmileBack's price depends on how many agents receive feedback and adjusts as your team grows. In Simplesat, there's no limit on technicians being rated.
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.
What is
SmileBack
SmileBack is a customer feedback tool that ConnectWise sells as Customer Feedback and calls "designed specifically for MSPs." Clients rate a closed ticket by clicking one of three faces in the email, and it runs NPS email campaigns too. It connects to ConnectWise PSA, Autotask, HaloPSA, and Kaseya BMS, and tracks Net CSAT on a real-time dashboard.
It stops being enough when a rating leaves you wondering why, or when you want to ask clients somewhere besides email. Simplesat keeps the one-click rating and does both.
Frequently asked questions
Is ConnectWise Customer Feedback the same as SmileBack?
Yes. ConnectWise sells SmileBack as "Customer Feedback (formerly SmileBack)," and the SmileBack name still appears in its app and documentation. Everything on this page applies under either name.
Which PSAs does Simplesat work with?
ConnectWise PSA, Autotask, HaloPSA, Kaseya BMS, Syncro, NinjaOne, Atera, RepairShopr, and Kaseya Vorex, plus Zendesk, Freshdesk, and Freshservice, among more than 100 integrations. Once your PSA is connected and the survey code is in your closed-ticket email, every response comes in tied to its client, ticket, and technician.
Will a follow-up question cost us ratings?
No. The rating is still one click in the email, and it's saved on that click, before the client sees the follow-up question. A client who skips the follow-up still leaves their rating.
What does switching from SmileBack involve?
It's self-serve. Create a survey, connect your PSA, and paste the Simplesat survey code into the closed-ticket email template where SmileBack's snippet sits now. You can be live the day you sign up, and most teams have feedback coming in within a few days. Simplesat can run beside SmileBack while you make the move.
Can we bring our SmileBack history over?
Yes, from a CSV export. There's no SmileBack preset, so you map the columns to a Simplesat survey by hand, and a date column puts each response on the day it was given. The import is free, and our team will help if you'd like.
How is Simplesat priced?
Simplesat publishes its prices. Plans are based on monthly responses and billed monthly or annually, except Enterprise, which is quoted and billed annually. Technicians see their feedback in the PSA without logging in, and the number of admin and manager logins depends on your plan. The free trial runs 14 days and doesn't need a credit card.
