Support  ·  Reports and surveys

Surveys

Set the questions the requester gets after a ticket is resolved, and who hears about low ratings.

When a ticket is resolved, the requester’s email ends with “How did we do?” and five rating links, 1 to 5. This page sets the questions they see after they pick a rating, and whether the survey goes out at all. The answers show up on the Surveys page (See the results at the top).

When it goes out

The rating links ride along on the resolved email to the requester. They’re left off that email when the tech resolves their own ticket, or when the ticket came from a recurring schedule. The links work for 30 days without signing in, and for those 30 days the requester can also rate it from the ticket’s own page. If the ticket is opened again, the link says there’s nothing to rate yet, and a new one comes with the next resolved email.

Each ticket gets one answer. If the requester goes back and answers again, the new answer replaces the old one.

Turn surveys on or off

• Ask on resolve adds the links to the resolved email. Turning it off also stops links already sent from working.
• Pass on low ratings sends an email and a phone alert when someone gives a 1 or 2. It goes to the managers of the ticket’s department and the lead of the team that worked it. If there’s nobody like that, it goes to everyone who can change settings. It only goes out once per ticket.

Click Save after changing either one.

Set the questions

The 1 to 5 rating always comes first and Anything else? (an optional comment) always comes last. The questions in between are yours. Open a survey from the list and fill in the blank rows to add one. Each question is Pick one, Yes or no, 1 to 5, or Written answer, and can be Required. For Pick one, put each choice on its own line.

The number on the left sets the order. Keep it short: a survey can have up to 15 questions, but every extra one means fewer people finish.

Once someone has answered a question, its wording and type are locked so the old results still make sense. You can add choices, but not change or remove them. To ask it differently, tick Remove and add a new question. The old answers stay in the results.

A survey for one department

The default survey covers every department that doesn’t have its own. To give a department its own, pick it under Give a department its own survey and click Start it. It starts as a copy of the default’s questions. A ticket gets the survey for its category’s department.

Untick On to set a department’s survey aside for a while. Its tickets get the default survey until you turn it back on. The default survey is always on.

See Survey results for reading the answers.