Satisfaction Surveys
Overview
The Satisfaction Surveys section under Incident Management allows you to configure the survey form to gather feedback from end-users about their experience with the resolution of incidents.
Key Features
- The Satisfaction Surveys feature allows you to create and customize surveys to measure the satisfaction of users based on your organization’s incident resolution process.
- You can configure when and to whom the surveys are automatically sent after ticket closure based on predefined rules.
- You can define the criteria for sending the automated surveys.
How to Set Up the Satisfaction Survey?
To configure the satisfaction survey form, follow the steps below.
Navigate to Settings > Incident Management > Satisfaction Survey.
The Satisfaction Survey page is displayed.
Enter or select the required values in the fields. Please refer to the following table for the field names and their descriptions.
Note: All fields with an asterisk (*) are mandatory.
| Field | Description |
|---|---|
| Enabled? | Whether or not the satisfaction surveys is active |
| Send Satisfaction Survey every N Tickets | Frequency of survey distributed after every N number of resolved tickets |
| Text that appears on Satisfaction Survey submit page | Customized message displayed after a user submits the survey |
| Send To | Individual or entity receiving the survey, such as the ticket requester, a specific department, or predefined user groups |
| Send when Ticket Category is | Triggers the survey only when the ticket belongs to the specified ticket category |
| Send when Ticket Team is | Triggers the survey only when the specified team is handling the ticket |
| Send when Ticket is | Triggers the survey only for the specified type of ticket |
To add a custom field, drag the desired custom field option from the left to the workspace on the right.
The available Custom fields are:
- Multi-line text - A text box allowing users to enter multiple lines of text for short responses or additional comments.
- Dropdown list - A list where users can choose option(s) from predefined choices, ensuring standardized responses.
- Paragraph - A larger text area allowing the users to enter detailed responses, in-depth feedback, or explanations.
The Edit Custom Field dialog is displayed.
Enter the name for the field in the Field label textbox, check the box Required on form submit to make it mandatory, and select the field’s display width. Then click Apply.
The field is added at the bottom of the survey form.
Click Save. The satisfaction survey is successfully configured.