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Setting up a Pulseway PSA Thermometer

Create your Pulseway PSA Embedded Thermometer

Create a new Embedded Thermometer.

Choose “Pulseway” from the i) Embedded Thermometer type drop down box:

Customize your Thermometer and Landing pages as required.

Generate your embed code

Once completed, click the “Generate embed code button”:

You will see a window popup.

Edit the fields shown below as required.

To find others, double click the field on the right sidebar within your Pulseway PSA template editor and copy the syntax shown.

Click Generate HTML.

Copy the HTML generated to your clipboard, ready for pasting into your Pulseway PSA account.

Set up your Pulseway PSA account.

Firstly, define your Internal Survey Scores.

This will allow you to create averages & scores for agents & ratings within your Pulseway PSA reporting.

Next, create your first survey. This will enable a shortcode to be inserted within email templates.

From your toolbar, within “Settings” > “Service Desk”, select “Survey Integration Settings”

Create a survey name and choose Customer Thermometer as the survey type:

Next, select the “Survey Score Mappings” tab and map your External Scores to Internal scores as shown:

Click SAVE when you’re finished and your survey will now be stored and available across your account.

You are free to add additional, uniquely named, surveys.

Add feedback buttons to email notification templates

Once your survey(s) are stored, you can add them to an email template.

Customize your Ticket Closure notification and/or your Ticket Updated notification:

Position your cursor at the relevant point and insert a survey from the dropdown menu:

This will add feedback buttons to each notification and allow you to track 1-click feedback, identifiable to that customer, agent and ticket ID.

The end result

Depending on how you’ve configured your Pulseway PSA account, when a note is updated / ticket is solved, feedback buttons will track the recipient, ticket and agent details inside your Customer Thermometer account.

Your outbound email will look something like this:

Pulseway PSA ticket survey

When a customer clicks a rating – it is stored within your Customer Thermometer account.

In addition, the ratings and comments are then added directly against the Pulseway PSA ticket.

Don't forget you can also set up Pulseway workflows, based on ratings received.
Updated on February 11, 2019

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