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Setting up an Autotask Thermometer

Create your Autotask Embedded Thermometer

Create a new Embedded Thermometer.

Choose “Autotask” from the i) Embedded Thermometer type drop down box.

Generate your embed code

Once you have completed all your Thermometer settings, click the ‘Generate embed code’ button, and a pop-up window will appear.

At this point you have the opportunity to choose what data is captured next to the survey responses in your reporting. This is done by entering Autotask variables into the pop-up.

We pre-populate three standard variables (as shown above). However, if you wish to capture additional data next to your responses (e.g. Ticket Number, Ticket Resource, etc) you can simply add extra variables into the empty fields.

Additional variables are available from within your Autotask instance. To find the shortcode, visit your Survey Email Message screen – to the right, there is a full list of Variables available:

Switch to the HTML tab and insert the variable you’re looking to track into your message temporarily. Then copy the tag and insert it into a custom field within the pop-up screen within Customer Thermometer.

Delete that tag from the survey email message and continue with other tags until you have all the variables you need.

Once you have entered your chosen variables into the custom fields, click “Generate HTML” and copy the HTML code generated.

Add the Thermometer icons to Autotask

Admin rights are required for this setup.

Within Autotask, hover over the Autotask icon and select ‘Admin‘:

From the Admin screen, under ‘Features & Settings’, select ‘Application-Wide (shared) features‘:

You now have two main options for where to embed the survey:

  1. In a Notification Template (e.g. in the closing ticket notification)
  2. In a Survey Email Message

Method 1 – Notification Template

Select the ‘Notification Templates‘ option:

Select ‘Service Desk‘ and then click on the pencil icon to edit the relevant notification template:

Select the ‘HTML’ tab:

It is important to select the ‘HTML’ tab, not the ‘Design’ tab.

Simply paste your Thermometer code into the chosen location within the email (e.g. at the bottom, to form part of the signature).

If you have lots of HTML code within the template already, you may find it useful to insert a line before and after the Thermometer code – then if you need to return to the template in the future you can easily see the Thermometer code within it:

Then save and close your template.

Below is an example notification email with the Thermometer added to the signature:

You will also need to add/edit your workflow rules accordingly – for assistance, please see our ‘Creating Workflow Rules‘ section below.

Method 2 – Survey Email Message

From the Admin screen, select ‘Features & Settings’ -> ‘Application-Wide (shared) features’ -> ‘Survey Email Messages‘:

At the top select, ‘New Survey Email Message‘:

From here, you will need to name your survey, give it description and enter an email subject.

You will need to ensure that the ‘Email Format’ is set to ‘HTML or Text‘, then select the HTML tab and paste in your Thermometer code:

If you need to find additional variables, they are in this area of Autotask, on the right hand side.

You can then switch back to the design tab to view your Thermometer, and to customise the rest of the email content as necessary.

Below is an example survey email message containing a Thermometer. The email is sent out after the Ticket Completion Notification and does not list any ticket information:

You will also need to add/edit your workflow rules accordingly – for assistance, please see our ‘Creating Workflow Rules‘ section below.

Creating Workflow Rules

For either method to operate properly, you must create Workflow Rules.

Scroll over the Autotask Icon, scroll over Admin then click on ‘Workflow Rules‘:

From the top Tab menu, select ‘Service Desk‘.

If you already have a Workflow controlling the email containing the survey, go to that Workflow and select ‘Edit Workflow Rule‘:

If you don’t already have a Workflow, you will need to create a new one (found at the top of the screen). Autotask should be able to assist with setting this up.

The key features to select are:

‘Time Added by’ = Anyone

‘Status’ Equal to ‘Complete’

Actions = ‘Then send survey to ticket contact’ *

* The ‘Actions‘ element is only needed for Survey Email Messages (Method 2). If you have embedded the survey in a Notification Template (as per Method 1) then this is not needed.

Lastly, go to the Notification tab on the Workflow Rule to ensure that it’s being sent to the Ticket Contact. (Other options for additional contacts are available)

On the same page, scroll down and ensure that the Notification is being sent from a Support or other relevant email address.

Under ‘Notification’, ensure that the Notification Template is selected (referring to Method 1).

Select Save and Close.

Note: if there is a contact that wishes to Opt Out of Surveys, that should already be checked within Autotask under that contact’s information, and the Workflow will not send the survey email message to that contact.

Our thanks go to MyTechPro for kindly assisting with screenshots and examples for these instructions.

Updated on July 3, 2018

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