Setting up a N‑able Thermometer

With the 3.4 release of MSP Manager, notifications are now customizable, allowing Customer Thermometer 1-click surveys to be added.

Once logged in to Customer Thermometer head to Thermometers > Add new Thermometer > Within a helpdesk ticket > Basic HTML 

This will then open up your Thermometer Builder where you can create your survey and thank you pages.

The Question

This section of the builder is where you can choose the design of your survey including naming your Thermometer, adding your question and selecting your survey icons or uploading your own bespoke icons. The below video will demo all the customization which can be achieved in this section.

Connect your survey

In order for identifiable data about your recipients and senders to display within your reporting area, you first need to capture it. This would be done at the point that the email is sent, by including merge fields/variables from N‑able within the Thermometer code.

The most common N‑able variables are shown below for you, however, you can add more if you wish.

The recommended variables to add are below, for simple copying and pasting into your custom fields:

Email: {{ Model.Contact.EmailAddress }}
First name: {{ Model.Contact.FirstName}}
Last name: {{ Model.Contact.LastName}}
Company: {{ Model.CompanyName }}
Custom 1: {{ Model.TicketNumber }}
Custom 2: {{ Model.AssignedUsers | Select: '(item.FirstName) (item.LastName)' }}
Custom 3: {{ Model.AssignedUsers | Select: '(item.EmailAddress)' }}

These variables will capture the corresponding pieces of identifiable data from N‑able and present them alongside the recipient's feedback rating within your reporting.

Response options

In your Connect your survey area, you have additional response options. Here you can choose whether to enable a lockout and set your email alert notifications. 

Thank you page

It’s time to get those Thank you pages looking beautiful!

See below for a step by step walkthrough:

Embedding your survey into N‑able notifications

Once you've finished designing your Thermometer, the 'Give me my Thermometer' section will provide you with your finished survey to embed into N‑able. Click the 'Copy to clipboard' button to copy your survey HTML to embed into N‑able.

Note that it’s possible to prompt for feedback on a ticket notification update (from agent to customer) and/or a ticket closure notification. Tailor your requests, depending on the nature of your tickets and your business.

Example of requesting feedback on ticket closure

Login into N‑able, with admin access.

Visit Account settings > Company settings > Notifications > When a ticket gets marked complete. Ensure you are notifying the ticket contact of closures.

It’s then time to customize the notification template itself for the ticket closure.

You may need to scroll down your Account settings sidebar menu. Select Templates > Notifications:

Select the existing template you'd like to add the survey HTML code to.

When inside the ticket template, ensure the enable custom template button is ticked.

Next, it’s time to add your survey HTML code, you can add it wherever you wish within the template.

In the example below, (assuming the default template) we’ve added the Thermometer at line #155:

It’s been wrapped in a simple <div> and in the example above, we’ve also upped the font size of the question to 14px.

The code example is below:

 <div style="margin-top: 5px; padding: 2% 3%;">
 <p style="font-size: 14px;"><b>Please let us know how well we responded:</b></p><p style="font-family: Arial; font-size: 12px;"> 
THERMOMETER EMBED CODE 
</div>

Click “Save”, when complete.

Finally, we recommend sending yourself a test closure notification as the preview doesn’t always reflect the final result:

Example of requesting feedback on ticket update

It is also possible to add a 1-click survey each time a ticket is updated. Whether you choose to do this as well as on closure is entirely your choice. 

Follow the instructions above, however, make the edits on the “When a technician adds a response to the customer within a ticket” template:

Notice, only the Internal template is showing as customizable. Don’t worry – this notification will also be received by the external customer too – so go ahead and follow the instructions shown above to add a Thermometer to this template.

1-click surveys will then be sent each time is a ticket is updated by a technician.