AAIA - Episode 15 - The Report Their Software Wouldn't Build
AI and Automation In Action
Automating CSAT Reporting Across Co-Managed IT Ticket Boards Using the SimpleSAT API
In this episode of AI and Automation In Action, Shane and Hunter share a real-world MSP use case where a co-managed customer lacked visibility into CSAT responses because tickets were handled across two separate boards. They built an automation that pulls closed tickets with CSAT feedback from both boards, captures the survey question, user response, and 1–5 rating, and delivers an ongoing, segmented report to the customer’s leadership on a weekly schedule. Using an internal automation platform and the SimpleSAT API, they created an integration with an API key to query company-specific results, manipulate the data to the desired format, and send a polished HTML email report—providing clear insight into satisfaction trends and whether users interacted more with the MSP team or internal IT.
00:00 Show Intro
00:29 Client Problem Setup
01:30 CSAT Report Automation
02:55 Ticketing Terms Explained
04:27 Why Segmentation Matters
05:00 API Workflow Build
07:18 Automation ROI Takeaways
08:58 Wrap Up And Next Steps
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