See and act on feedback right inside the ticket
Feedback only changes behavior if your team sees it next to the conversation that produced it. When it lives in a separate dashboard nobody opens, it has no effect on the actual work. Simplesat puts the rating, the comment, and the sentiment on the ticket and in the sidebar, so the next agent sees the last rating before they reply.
How it works in Simplesat
1. Activate the integration for your helpdesk
Turn on Simplesat's integration for Zendesk, Intercom, Gladly, or wherever your team works, the same way you'd activate any app in your stack: authorize it once and the connection is live.
2. Turn on write-back to the ticket
Every response posts straight back to the ticket as an internal note, a tag, and a custom field, so the rating lives right next to the conversation that earned it.
3. Add the sidebar in Zendesk or Intercom
In Zendesk and Intercom, Simplesat's marketplace apps give you the option of a sidebar inside the ticket itself. It shows a customer's recent ratings and comments, so an agent picking up a follow-up can see that this person left a 2-star last week, and why, before they reply.
4. Let sentiment drive the rules you already have
Because ratings and sentiment become native tags, your existing triggers and views can act on them, escalating negatives or flagging at-risk customers without anyone tagging by hand.
5. Act without leaving the helpdesk
From there your team can escalate, open a follow-up ticket, or flag an account, all in the tool they already live in.
What you can do
- Write rating, sentiment, and comment to the ticket automatically
- See feedback history in a sidebar inside Zendesk and Intercom
- Sentiment becomes native tags your helpdesk rules can use
- Create a follow-up ticket on a rating-plus-sentiment combo
- Note, tag, and field write-back across Gorgias, Freshdesk, Help Scout, HubSpot, ConnectWise
Reviews are able to be integrated back to CW Manage so that feedback gets attached back to tickets/projects/orders. Their Teams integration is awesome, getting feedback near live and being able to celebrate our team's successes.
- Werner Baron, Smart Dolphins IT Solutions
Frequently asked questions
Which helpdesks have the sidebar app?
Zendesk and Intercom today, with more in progress. Write-back to the ticket works across the full helpdesk lineup.
Does the write-back happen automatically?
Yes, on every response, based on your configuration.
Can my existing helpdesk rules act on the sentiment?
Yes. Sentiment and ratings become native tags and fields your triggers and views can use.
