Patchy survey coverage skews CSAT: some tickets get surveyed and some don't, depending on which trigger someone set up two years ago. Simplesat sends the survey automatically the moment a ticket is resolved, whether that's your helpdesk's own resolution email carrying the survey or an email sent straight from Simplesat, so every resolved conversation gets the same survey while the experience is still fresh.

How it works in Simplesat

1. Create your survey

Choose CSAT, NPS, or CES. The rating question and follow-up come pre-filled with sensible defaults, so you start from a working survey and tweak the wording instead of building from a blank page.

2. Activate your helpdesk integration

Connect Simplesat to Zendesk, Gladly, Gorgias, Freshdesk, or HubSpot Service Hub the way you'd activate any integration in your stack: authorize it once and the connection is live. The integration is also what enriches each response with ticket details and writes feedback back to the ticket.

3. Pick the moment that counts as "resolved"

There are two ways to fire the survey, and both work well:

• From your helpdesk. Drop the survey embed code into the email your helpdesk already sends, using its own automation, like a Zendesk trigger that fires when a ticket changes to Solved.
• From Simplesat. Send the survey as its own email based on an event, like a Gladly conversation closing and matching your criteria, or any event you send through the API. Sending from Simplesat gives you more control: branded email templates, delivery and response-rate stats, plus suppression rules and delays. See event-based email surveys.

4. Send it where the customer already is

The rating embeds right in the email so answering is a single click, and the same survey can go out over chat or by SMS through Aircall or Twilio.

5. Get consistent, comparable coverage

Because every resolved ticket is surveyed the same way, your CSAT is finally comparable across agents and over time, and frequency caps keep the same customer from being surveyed twice for one issue.

What you can do

• Trigger on solved, closed, or a custom status
• Send from your helpdesk's own emails or directly from Simplesat
• Scope by group, brand, or channel
• Frequency caps, suppression rules, and delays stop over-surveying
• Capture the rating even if the follow-up is skipped
• Channels: email, web, and chat; SMS via Aircall or Twilio

It helped us send out NPS and CSAT surveys with minimal effort... interactive and visually attractive surveys which help increase the take rate. It has helped us improve CSAT take rate from 4% to 12% and gradually increasing month on month.

- Sunil G., Operations Manager (verified review)