These instructions are for VSA users, with the ServiceDesk module.
Setting up a Kaseya VSA ServiceDesk Thermometer
Once logged in to Customer Thermometer head to Thermometers > Add new Thermometer > Helpdesk > Select Links
This will then open up your Thermometer Builder where you can create your survey and thank you pages.
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 Kaseya VSA within the Thermometer code.
The most common Kaseya VSA variables are shown below for you, pick the ones you want to use and add them into the custom field text boxes.
Email: [$SubmitterEmailAddress$] First name: [$SubmitterName$] Company: [$Organization$] Custom 1 (Ticket ID): [$TicketId$] Custom 2 (Agent name): [$Assignee$] Custom 3 (Optional example):[$SolutionType$]
These variables will capture the corresponding pieces of identifiable data from Kaseya VSA and present them alongside the recipient's feedback rating within your reporting.
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:
Add your survey to specific email notification templates
Once you've finished designing your Thermometer, the 'Give me my Thermometer' section will provide you with your survey icons and response links to embed into Kaseya VSA.
You can download the icons to your desktop to insert them into Kaseya VSA by clicking the teal 'Download' button.
This is an example using the Ticket Closure notification and/or the Ticket Updated notification.
Open Kaseya within a separate tab ensuring you keep Customer Thermometer open.
Select the Message Template you want to customize – such as the ‘CS Customer Email Ticket Closed Notification’, and double click it, or click ‘edit’:
Edit the message and add your Customer Thermometer icons. Customize the message however you wish – use the most appropriate wording and encourage feedback.
On the Edit Message Template, click the ‘Upload file’ icon (a paperclip) and select all four icons from your desktop to embed into your template.
Add the tracking links to each icon, from the 'Give me my Thermometer'page.
Select the Gold image and click the hyperlink button. Copy the Gold tracking link and paste as shown:
Do the same with the other three links.
You will then be left with a message which looks something like this…
This will then add feedback links to each icon, allowing you to track 1-click feedback, identifiable to that customer, agent and ticket ID.