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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

Click the Generate embed code button. You will see a window popup.

Add / edit the Autotask variables as shown below. These variables will provide identifiable feedback and dictate which data is captured alongside Customer Thermometer rating.

Click “Generate HTML” and copy the HTML code generated.

How to add additional variables

We populate the pop up with three variables. Each user has different requirements. Additional variables are available from within your Autotask instance.

To find the shortcode, visit your Survey Email Message screen (see below). 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. Copy the tag and insert it into a custom field witin the Popup screen within Customer Thermometer.

Delete that tag from the survey email message and continue with other tags until complete.

Click “Generate HTML” and copy the HTML code generated.

Add the Thermometer icons to Autotask

Admin rights are required for this setup.

Within Autotask, open the Menu and expand the Surveys accordion.

Click on Survey Email Messages.

Create a New survey email message (or customize the default):

A survey email message is sent on ticket closure to get feedback on the ticket. You do not need to customize the ‘Survey’ element. Customer Thermometer replaces the Autotask survey.

Give it a name and define the subject line.

Switch to HTML mode and then paste in the embed code, copied from above:

Switch back to the Design tab, to see your icons and question appear.

Customize as you see fit:

Save your Template.

Ensure your new survey email message is the default and is triggered on Ticket closure.

 

 

Updated on July 18, 2017

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