Helpdesk
Simplesat
Connect your AI to Simplesat
Support managers, customer success leads, and service teams collect CSAT and NPS feedback in Simplesat, but linking a bad rating to the ticket, agent, and customer behind it means jumping between survey reports and the helpdesk. AI can connect the dots in seconds, but only if it reports what customers actually said and keeps survey responses tied to the right person.
Why it matters
Capabilities that matter most for Simplesat
01
Scores beside the ticket and account
Join Simplesat responses with helpdesk and CRM lists so every rating sits next to the ticket and customer behind it.
02
Satisfaction trends by month
Summary and matrix lists roll CSAT and NPS up by month, team or agent without exporting survey results.
03
Governed AI over feedback
AI tools answer within per-user and per-team security and redact respondent details a role should not see.
Use cases
Example AI Use Cases for Simplesat
scenario
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Simplesat surveys drift over time: questions get added without choices, metrics stop matching, and some surveys are never answered at all. Spotting that means opening every survey and every question, which rarely happens until results look wrong.
What popdock provides
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Optionally name a survey, and it reads every Simplesat survey with its questions and checks whether each has ever been answered. It flags surveys with no questions, questions whose metric differs from the survey, rating questions with no scale, choice questions with no choices, no required question, duplicate question order, or no responses at all. The table runs worst first, and a clean survey gets one line. It only reads, reports the fix rather than applying it, and records unreadable questions as a finding of their own.
Business outcome
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Broken or unused surveys are found and fixed before they quietly skew your satisfaction numbers.
scenario
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Sometimes a Simplesat answer is recorded with the wrong choice, or a comment needs correcting. Editing it by hand without checking the current values first makes it easy to overwrite the wrong record or change more than you intended.
What popdock provides
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Give the answer id and the new comment, choice or both, and it reads the answer as it stands in Simplesat, stopping if the id finds nothing or more than one record. You see a before and after for only the fields being changed, and nothing is written until you confirm in plain words. The correction is sent once, with only the fields you supplied and the comment stored exactly as given, then the answer is read back. If the stored value does not match, it says so instead of retrying.
Business outcome
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Survey answers are corrected precisely, with proof of what was stored and no accidental edits.
scenario
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Good customer quotes sit unused in Simplesat because finding them means reading through recent responses, picking out the positive answers and checking which have already been published. Then you still need to know which customer said each one.
What popdock provides
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Name a lookback period, and optionally a survey, and it reads recent Simplesat responses and finds the positive answers on each that are not yet published as testimonials. Working from the response down means every answer is attributed to the customer who gave it. Candidates are ranked by score, readable wording and recency, and three are recommended with a reason each. It is read-only, reproduces the customer's words exactly, and will not lower the bar if every positive answer is already published.
Business outcome
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Marketing gets a ranked, attributed shortlist of fresh testimonials without reading every survey response.
scenario
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Before a renewal call or an escalation you want to know how one customer has felt over time, but Simplesat shows responses and answers separately. Piecing their history together means finding the right customer, then each response, then each answer.
What popdock provides
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Give a customer email or name and a lookback period, and it resolves the customer in Simplesat, listing candidates and stopping if more than one matches. It reads each of their responses and the answers on them, oldest first, so the trajectory is visible. You get a dated table of surveys, choices and sentiment and a short judgement of whether sentiment is improving, worsening or flat. It is read-only, reaches answers only through the response, and says when too few responses exist to call a trend.
Business outcome
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You know how a customer's satisfaction has moved before you talk to them, based on their actual answers.
scenario
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Sending a one-off Simplesat survey means checking the customer exists, creating them if not, and getting the survey and address right. Creating a second record for someone already there splits their feedback history in two.
What popdock provides
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Give a customer email, the survey token and optionally a name and ticket, and it checks Simplesat for the customer first. A new customer record is created only if none exists, and it stops if several share the email. You see the email, name, survey and ticket before anything is sent, and nothing goes out until you confirm, because the customer will see it. The survey is sent once, a failed send is not retried, and the survey token is never guessed.
Business outcome
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Surveys reach the right customer once, with no duplicate customer records splitting their history.
scenario
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Reporting on Simplesat for a period means counting responses per survey and tallying how answers split, without mixing CSAT, NPS and CES scores together. Done in a spreadsheet, it is slow and the metrics get muddled.
What popdock provides
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Give a start and end date, and optionally a survey, and it reads the Simplesat surveys in scope with their metrics, the responses in the range and the answers on each. For each survey you get the response count, the distribution of answers by choice with percentages, the positive, neutral and negative split, and one note on what stands out. It is read-only, never averages across different metrics, states the dates used, and reports zero rather than widening the range.
Business outcome
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You get a clean per-survey summary for any period, with metrics kept apart so the numbers mean what they say.
scenario
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When a ticket comes up in a review, you want to see exactly what the customer said about it in Simplesat. Finding the response for that ticket and reading each answer alongside its question takes several lookups.
What popdock provides
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Give the ticket id, and it finds every Simplesat response attached to it and reads the answers on each, adding the question wording where a choice alone is unclear. You see the customer, survey and date, then each question and answer with its sentiment, oldest first, with any change in sentiment noted. It is read-only, quotes the customer exactly without softening a negative answer, and says plainly when the ticket has no feedback rather than borrowing from another ticket.
Business outcome
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You see the customer's own verdict on any ticket in one step, exactly as they gave it.
scenario
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Negative Simplesat feedback is only useful if someone follows up quickly, but working out which customer gave which unhappy answer, and who to call first, takes digging. Matching answers to customers by timestamp gets it wrong.
What popdock provides
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Name a lookback period, and optionally a survey, and it reads recent Simplesat responses and the negative answers on each, so every answer is tied to the customer who gave it. Customers are ranked by number of negative answers, how low the score is and how recent it is, each with a one-line follow-up recommendation, and themes that appear on three or more responses are listed. It is read-only, relies on the recorded sentiment rather than guessing, and will not widen the window on its own.
Business outcome
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Unhappy customers are contacted in the right order while the problem is still fresh.
scenario
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Negative Simplesat feedback often arrives after a Zendesk ticket is solved, and the agent and team lead never see it next to the ticket. Copying the feedback across by hand is easy to skip and easy to do twice.
What popdock provides
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Name a lookback period, and optionally a Zendesk group, and it reads recently solved Zendesk tickets and their Simplesat responses, keeping those with a negative answer. You see each ticket with its requester, assignee and the negative answer, and nothing is written until you say yes. Each confirmed ticket gets one internal note quoting the feedback, never a public reply, and the note is read back to confirm it is there. Tickets are not reopened or reassigned, and a ticket that already has a note for the same response is skipped.
Business outcome
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Bad feedback lands on the ticket where your team will act on it, without public replies or duplicate notes.
scenario
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Teams that collect satisfaction in both Zendesk and Simplesat find the two do not always agree, and some tickets are rated in only one. Lining them up ticket by ticket is tedious, so nobody knows which score to trust.
What popdock provides
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Give a date range, and it reads Zendesk satisfaction ratings with a real score and links each ticket to its Simplesat responses and answers. Zendesk good and bad are compared with Simplesat positive and negative sentiment, and a neutral answer is never counted as a disagreement. You get three tables, tickets where they disagree, tickets rated only in Zendesk, and responses rated only in Simplesat, with counts and the agreement rate. It is read-only and says when the ticket list was capped at 50.
Business outcome
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You know how far your two satisfaction measures agree and which tickets deserve a closer look.
scenario
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Some solved Zendesk tickets never get a Simplesat survey, so feedback is missing exactly where you want it. Finding those tickets means checking each one against Simplesat, and sending surveys by hand risks emailing a customer with several tickets the same survey twice.
What popdock provides
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Give a lookback period and the survey token, and it reads recently solved Zendesk tickets with a requester email and keeps only those with no Simplesat response. Where one email appears on several tickets, only the most recently solved is kept. You see the list, and nothing is sent until you say yes. Each confirmed requester gets the survey once, with the ticket, subject and assignee attached, and the report lists what was sent, skipped and failed. Zendesk itself is not changed.
Business outcome
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Every solved ticket gets its survey, and no customer receives the same survey twice in a run.
scenario
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When Simplesat is missing customers that exist in Zendesk, survey responses cannot be tied to the right person or company. Adding them by hand means checking each email, minding capitalization, and not creating a second record for someone whose email changed.
What popdock provides
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Optionally name a Zendesk organization, and it reads active Zendesk end users with an email and checks Simplesat for each, by email ignoring case and then by Zendesk user id. You see the users missing from Simplesat, and nothing is created until you say yes. Each is created once with their name, company and Zendesk id, then read back to confirm. Mismatched names or companies are reported, not changed, and Zendesk is never written to.
Business outcome
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Simplesat customers stay in step with Zendesk, without duplicates or changes to existing records.
scenario
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To understand one customer's support experience you need their Zendesk tickets and their Simplesat feedback side by side. Searching both systems and lining up dates by hand is slow, and small differences in email capitalization hide matches.
What popdock provides
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Give a customer email and a lookback period, and it finds the person in Zendesk and Simplesat, comparing emails without regard to case and stopping if several Zendesk users match. Their tickets and survey responses with answers are merged into one timeline, oldest first. You also get totals for tickets opened and still open, responses and negative answers, with any difference in name or company between the systems flagged. It is read-only and says which system has no record when only one does.
Business outcome
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You see a customer's tickets and feedback as one story before an escalation or renewal conversation.
scenario
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Judging support health for one customer organization means counting its Zendesk tickets and then hunting for the Simplesat feedback its people left. Simplesat stores the company as free text, so the two rarely line up on their own.
What popdock provides
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Name the Zendesk organization and a lookback period, and it confirms the organization, reads its tickets, and finds Simplesat feedback through each ticket, with a company-name cross-check that is clearly labelled as such. You get ticket volume by status, priority and type, feedback counts by sentiment with every negative answer quoted against its ticket and assignee, solved tickets with no survey, and a few plain observations. It is read-only and says so when no feedback is found.
Business outcome
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Account owners get a joined view of an organization's tickets and feedback before a review or renewal.
scenario
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Reviewing a ticket properly means reading the Zendesk conversation and then finding what the customer said about it in Simplesat. When the ticket id was not recorded on the survey, the feedback is easy to miss.
What popdock provides
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Name the Zendesk ticket, and it reads the ticket and its conversation, marking internal notes, then finds Simplesat responses by ticket id. If none are found it looks by requester email for responses after the ticket opened, and labels those as matched by email. You get the ticket details, a short conversation summary, every answer with its sentiment and comment, and one line on whether the feedback fits how the ticket went. It is read-only in both systems.
Business outcome
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Team leads review a ticket and its feedback together, making coaching conversations quicker and fairer.
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