Embedding CSAT surveys directly into your ticket resolution emails helps internal IT teams systematically measure user satisfaction without complex integrations.
With the HTML Editor in SuperOps, you can insert dynamic survey links into Resolved or Closed ticket notifications so that every response is automatically tied back to the right request.
What This Means for You
When a service request is marked Resolved or Closed, the requester receives a notification email.
You can now:
Embed a survey link directly into that email
Automatically pass contextual ticket information
Attribute feedback to the correct technician
Track satisfaction by department, category, or service
All of this works through dynamic URL parameters.
No API integration is required for basic survey attribution.
Constructing Survey URL
SuperOps provides the following placeholders that you can manually insert while building your survey URL.
Supported URL Placeholders
The following placeholders are supported specifically for survey links inside Ticket Resolution / Closed email notifications:
Placeholder | Description |
${placeholder.link.ticket.ID} | Ticket Display ID |
${placeholder.link.requester.email} | Requester Email |
${placeholder.link.requester.name} | Requester Name |
${placeholder.link.technician.name} | Technician Name |
${placeholder.link.ticket.category} | Ticket Category |
${placeholder.link.ticket.resolution.time} | Ticket Resolution Timestamp |
How to Build Your Survey URL
Generate the survey URL on your CSAT provider’s platform (e.g., SimpleSat, Customer Thermometer).
Once the link is generated, copy the full URL from your HTML code.
Edit the URL and replace the provider’s placeholders with the corresponding SuperOps placeholders.
For example, your survey URL will look like this:
Before Editing:
https://api.simplesat.io/api/rating/eVGaYJ_AKXBeFcERWcCXV1QwFJUxzhVH6bWUFrc1Bs0/{{ticket_number}}/?source=syncro&customer_email={{customer_email}}&customer_first_name={{customer_full_name}}&team_member_id={{tech_name}}&team_member_first_name={{tech_name}}&company_name={{customer_business_name}}&ticket_subject={{ticket_subject}}&t_ticketLink={{ticket_url}}
Updated link using SuperOps placeholders:
https://api.simplesat.io/api/rating/eVGaYJ_AKXBeFcERWcCXV1QwFJUxzhVH6bWUFrc1Bs0/${placeholder.link.ticket.ID}/?source=syncro&customer_email=${placeholder.link.requester.email}&customer_first_name=${placeholder.link.requester.name}&team_member_id=${placeholder.link.technician.name}&team_member_first_name=${placeholder.link.technician.name}
5. After updating the URL with the correct placeholders, paste the final survey link, with the entire HTML code, into the SuperOps HTML editor in your email template.
Adding survey links to the HTML Editor:
Navigate to Settings > Notification Center > Ticket Notifications > Requester Notifications > View Template
Here you’ll see a reply template that you’ve set up. Click on the “+” icon as shown below to open the HTML editor.
3. Paste the survey URL you built into the HTML editor.
4. Once you have the URL ready, add the completed link to your email template and hit “Save”.
Important
The term link in the placeholder name indicates that these placeholders are intended specifically for use inside URL parameters.
They are automatically URL-encoded at runtime to ensure the survey link works correctly.
How Survey Providers Use This Information
Your CSAT provider may use the passed parameters to:
Attribute survey responses to the correct ticket
Associate feedback with a technician
Trigger follow-up workflows for low ratings
Depending on your configuration, feedback responses can:
Create or update CSAT records inside SuperOps
Add private notes to tickets
Trigger automations or escalation workflows
Best Practices
To ensure a smooth setup:
Use only the documented ${placeholder.link.*} placeholders inside URLs
Avoid editing the placeholder syntax manually
Confirm with your CSAT provider which query parameters they support
Ensure that you are not adding placeholder values from other tools.
Test your survey email before rolling it out to customers
Frequently Asked Questions
Do I need a technical integration to use this?
No. Contextual ticket tracking works through dynamic URL parameters — no API integration is required for basic survey attribution.
Can I use these placeholders elsewhere in emails?
The ${placeholder.link.*} placeholders are specifically intended for survey URLs. Standard email placeholders continue to function as usual in the email body.
What happens if an unsupported placeholder is used?
Unsupported placeholders will not resolve correctly and may impact survey tracking.
If you need assistance configuring your email templates or aligning with your CSAT provider, such as SimpleSat or Customer Thermometer, our support team is happy to help.