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Setting up an Autotask Thermometer

Create your Autotask Embedded Thermometer

Follow the steps below and then continue on for instructions on how to setup the write-back of Customer Thermometer into Autotask.

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
1) 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.

We have a full video demo of method 1 below:

2) 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. Please note the icons do not display automatically when viewed on the Design tab.

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.

Then you’ll need to create a survey by going to Admin > Features and Settings > Application-wide (shared) features > Surveys > + New Survey.

Then please add a name and display name (customers can see this) and then from the ‘Email Message (required if you want this survey to be sent when its conditions are met)’ drop-down select the name of the survey email message you just created.

Now click on the Workflow Rules tab > Click the pencil to edit the ‘Notify Customer Ticket Completion’ workflow.

You can now scroll down to the section  ‘The key features to select are:‘ below and follow to complete this section.

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.

Autotask write-back

Ensure you’ve added the API only user credentials when you created your embedded thermometer and click to verify authorization. If you are stuck adding your API only user credentials click here.

The write-back can be used with either method above, but we’ve used the notification template as an example below. For method 2 simply ensure your AutoTask credentials have been verified within your Thermometer in order for the write-back to work.

Notification Template write-back example:

At this point you should be able to log in to Autotask and Go to Admin > User Defined Fields > Tickets and see the newly defined field “Customer Thermometer Temperature”.

autotask write-back enter fields

autotask write-back

Generate the Thermometer survey HTML and copy the code.

In Autotask, go to Admin, Notification Templates, Service Desk, Notify Customer of Ticket Completion and click on the pencil to edit the entry.

Notification Templates Service Desk Autotask Customer Thermometer

In the HTML box paste your thermometer HTML into the footer, give it a marker: # YOUR TEST ID to separate it from the existing ones. I’ve added multiple embeds from different tests and systems, they can all be sent on the same notification.

autotask customer thermometer notification template HTML

Save it.

At this point you can go to Admin, Features & Settings, Service Desk (Tickets), Ticket Categories, Standard, hover over the bullet point symbol and click Edit, then move the newly defined field into section 5 to make it visible on the tickets.

admin features and settings service desk ticket autotask customer thermometer

autotask hover and edit customer thermometer

Make a new ticket as a test in the Service Desk as normal and complete it.

Await the test email, and click on a temperature rating in the email footer.

Verify that the rating is recorded against the ticket (you’ll have to close the ticket and refresh to see the value), scrolling down to the bottom to User-Defined Fields.

autotask customer thermometer result response

Final steps

Once you’ve embedded your Thermometer into Autotask, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!

Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.

Don’t forget you can also enable instant email alerts, and set a lockout to prevent the same person responding more than once within a chosen timeframe.

If you need any help or have any queries please contact the Ministry of Magic.

Updated on September 7, 2020

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