Summary

SmileBack CSAT for Autotask works by sending a survey to your customers when you complete a ticket for them. This survey is sent out by Autotask itself, using a workflow rule to send an email containing SmileBack's code snippet. The code snippet both inserts the survey into the email and allows SmileBack to track which ticket a survey response relates to and then fetch the ticket details automatically.

There is also a video version of the instructions at the bottom of this page.

Instructions

Generating your survey code

If you haven't done so already, please set up a SmileBack account and select Autotask as your helpdesk software. Then follow our instructions to connect SmileBack to the Autotask API.

You can then use our survey builder to upload your company logo and generate the survey snippet, this is a short piece of code which you will paste into your email notification template. When you've done that keep the window open so you quickly come back and copy the code when you are ready to add it to Autotask (but don't worry if you close SmileBack, you can go back to the survey builder whenever you need to).

Adding the survey to Autotask

You need have access to the Autotask "Admin" menu to complete this

Step 1: Check if you already have a workflow rule to send notifications to ticket contacts when a ticket is completed. If so then you can edit that to add SmileBack, if not then create a new rule.

Step 2: The workflow rule should be set to run when a ticket is Edited by Anyone and the Status is equal to Completed.

Step 3: Go to the the Notifications tab of the workflow rule window. Recipient should be set to Ticket Contact. We recommend setting the notification to come from your main support email address, you can find this setting by scrolling down to the section called "Send Email From" and then selecting the option "Support Email Address".

Step 4: Now go to the Notification Template, if you have an existing notification you can edit that, if you're creating a new rule then create a new template.

Step 5: Give your template an appropriate subject line and greeting. We strongly advise only having one or two lines of text before the survey so that people will see it while skimming emails.

Step 6: Go to back to the window with SmileBack and use the Copy Snippet button to copy the snippet to your clipboard.

Step 7: Back in the Autotask template editor switch the Email Body window to HTML using the tab at the bottom. Paste in the SmileBack snippet in the appropriate place. Click Save.

Step 8: Create a test ticket and check that your new notification is working.

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