Adding the CloudRadial CSAT embed code to a Halo PSA email template is easy. Once you get the CSAT embed code, you can paste it into the event that you send it to your client after a ticket is completed.
Enabling CSAT and Getting the Embed Code
- Log into your portal and navigate to Partner > Feedback
- Select the Settings gear at the top right
- For CSAT to work, it must be enabled. To enable it:
- Select Edit at the top right
- Ensure that Feedback enabled? is toggled on
- Select Submit to finalize CSAT enablement
- Select Settings again at the top right to re-open the CSAT dialogue
- Choose which version of the CSAT code you want to use and select Copy to Clipboard.
Note : Because the Halo integration is still in beta, the email template you find in CloudRadial settings currently uses generic variables which need to be replaced. However, our support team has put together an example template below with the appropriate variables.
<!--Halo Email Template (preview)-->
<!-- REMEMBER TO UPDATE THE LINKS TO USE YOUR OWN URL. href="yourcompany.us.cloudradial.com/feedback..."-->
<div>
<strong>How did we do?</strong><br />
<em>We appreciate your feedback!</em>
<br/><br/>
</div>
<table>
<tr>
<td>
<a style="text-decoration: none;" href="https://yourcompany.us.cloudradial.com/feedback?email=$USEREMAILADDRESS&fname=$FIRSTNAME&lname=$LASTNAME&phone=$ORPHONE&companyid=$CLIENT_ID&companyname=$AREA&ticketid=$FAULTID&ticketdate=$DATEREPORTED&ticketsubject=$SYMPTOM&agentid=$AGENTID&agentfname=$AGENTFIRSTNAME&agentlname=$AGENTLASTNAME&agentemail=$AGENTEMAILADDRESS&rating=1"><img alt="Positive" src="https://azurative.azureedge.net/images/rating_positive.png" height="40" width="40" style="width: 40px; height: 40px;" /></a>
</td>
<td>
<a style="text-decoration: none;" href="https://yourcompany.us.cloudradial.com/feedback?email=$USEREMAILADDRESS&fname=$FIRSTNAME&lname=$LASTNAME&phone=$ORPHONE&companyid=$CLIENT_ID&companyname=$AREA&ticketid=$FAULTID&ticketdate=$DATEREPORTED&ticketsubject=$SYMPTOM&agentid=$AGENTID&agentfname=$AGENTFIRSTNAME&agentlname=$AGENTLASTNAME&agentemail=$AGENTEMAILADDRESS&rating=0"><img alt="Neutral" src="https://azurative.azureedge.net/images/rating_neutral.png" height="40" width="40" style="width: 40px; height: 40px;" /></a>
</td>
<td>
<a style="text-decoration: none;" href="https://yourcompany.us.cloudradial.com/feedback?email=$USEREMAILADDRESS&fname=$FIRSTNAME&lname=$LASTNAME&phone=$ORPHONE&companyid=$CLIENT_ID&companyname=$AREA&ticketid=$FAULTID&ticketdate=$DATEREPORTED&ticketsubject=$SYMPTOM&agentid=$AGENTID&agentfname=$AGENTFIRSTNAME&agentlname=$AGENTLASTNAME&agentemail=$AGENTEMAILADDRESS&rating=-1"><img alt="Negative" src="https://azurative.azureedge.net/images/rating_negative.png" height="40" width="40" style="width: 40px; height: 40px;" /></a>
</td>
</tr>
</table>
Adding the CSAT to Halo PSA
- From an Admin account click the Configuration icon.
- Go to Email > Email Templates.
- Choose the Ticket Closed option.
- Select Edit, then the Code View option in the editor window. Paste the copied CSAT embed code to the bottom of the message. Click Save.
Now create a new ticket to test with you as the requester. Go to your email and click whatever rating you'd like to make sure everything is working as expected. You should now be able to see the CSAT response in CloudRadial under Partner > Feedback.
If you have any issues with set up or need assistance, please submit a ticket
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