Getting Started with Ticket Surveys

Summary

Overview of how to create and modify surveys in TDNext, and how to report on survey results.

Body

Ticket Surveys can be used in a variety of ways to get feedback directly from your client users.

  • A ticket survey is often initiated after a ticket closure (based on criteria you set up) or can be made publicly accessible as a link to the community.
  • Unique questions can be created for each new survey or be reused across surveys in the same Ticketing Application.

Where to Find This

Ticket Surveys appear in Work Management (TDNext) within Ticketing Applications.

To get to a ticketing application's surveys:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.

Creating a Ticketing Survey

Surveys cannot be marked as Active until they have at least one associated question, so this cannot be done until later.

To create a ticketing survey:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select New Survey.
  5. Enter a Name for the survey.
  6. Enter an Order.
    • If more than one Active survey applies to a ticket, this is what Work Management uses to determine which survey to send.
    • Requestors will not get more than one survey for a single ticket.
  7. Enter the other required fields:
    1. Introduction Message
    2. Closing Message
    3. Already Taken Message
    4. Invalid Request Message.
    5. Not Public Message (If you selected the Is Public option)
  8. (OPTIONAL) Enable the Options you want.
    • Is Active: Surveys cannot be marked as Active until they have at least one associated question, so this cannot be done until later.
    • Is Public
    • Show Captcha
  9. Click Save.

Adding Questions to a Ticketing Survey

You can create new questions for your survey, or you can reuse existing questions that are also asked on other surveys from the Questions Bank.

For improved user experience, it is best to keep your list of questions short. You may want to include an optional free-form text field for people who may have something to say that doesn’t fit the other form fields.

To open a survey and add questions:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.
  5. Click the Name of the survey you want to add questions to.
    • To see a smaller number of surveys, use the Search, Active/Inactive, or Public/Not Public options and click Search.
    Go to the Questions tab.
  6. To see Active questions, select the Available option on the right side of the toolbar.
    • To create a new question instead, click n the toolbar, click +New.
    • To edit a question once 
  7. Click +Add.
    • Repeat steps 7 & 8 until you've added all the questions you want to include in the survey.
  8. In the Questions tab, click the Save.

The Survey Question Bank

Questions are stored in a Survey Question Bank, which allows them to be accessed and re-used from any survey in the same application.

  • Questions can be deleted from the bank, and unused questions can easily be identified for cleanup.
  • Users need the Create and modify Surveys permission, and/or the Delete unused Surveys and Survey Questions permission to delete questions.

Activating a Survey

Once the questions are added, you need to activate the survey so it will start sending when relevant tickets are complete.

To activate a survey:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.
  5. Click the Name of the survey you want to add questions to.
    • To see a smaller number of surveys, use the Search, Active/Inactive, or Public/Not Public options and click Search.
  6. Go to the General Options tab.
  7. Enable the Is Active Option.
  8. Click Save.

Defining Criteria to Send Survey

You can choose how often a survey should be sent, the amount of time to wait before sending a survey, how frequently a requestor should receive a survey, and other criteria such as the ticket create date range and ticket status(es).

Even if it is Active, a survey will not go out if criteria is not defined.

To set the send rules for a survey:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.
  5. Click the Name of the survey you want to add questions to.
    • To see a smaller number of surveys, use the Search, Active/Inactive, or Public/Not Public options and click Search.
  6. Go to the Ticket Requests tab.
  7. Configure the Request Percentage.

    This is the percent of tickets whose criteria match those in the Ticket Profile that will have a survey request automatically generated.

  8. Enter the Waiting Period and Time Between Requests.
  9. Under the Ticket Profile section, configure the criteria a ticket should match to receive this survey when the ticket is closed or cancelled.
  10. Click Save.

Setting Up the Email Asking Users to Take the Survey

To configure the format of the survey request email that is delivered:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.
  5. Click the Name of the survey you want to add questions to.
    • To see a smaller number of surveys, use the Search, Active/Inactive, or Public/Not Public options and click Search.
  6. Go to the Request Notification tab.
  7. Follow the instructions on the page.
  8. Click Save.

Sending a One-Off Survey Request to a User

It is possible to manually request a survey response for a specific ticket. Manually requested surveys can only be requested for tickets that have a requestor set and a Completed or Cancelled  status.

To request a survey:

  1. In Work Management, click View Applications.
  2. Click the Ticketing application tile.
  3. At the right side of the Ticketing Application Toolbar, click the gear icon.
  4. Select Surveys.
  5. Click the Name of the survey you want to add questions to.
    • To see a smaller number of surveys, use the Search, Active/Inactive, or Public/Not Public options and click Search.
  6. Go to the Responses tab.
  7. Click the +New Request button.
  8. Select a Ticket.
  9. Click the Request.

Viewing Survey Responses

Responses Tab

This page contains the list of complete and incomplete responses for the survey.

  • You could filter the list by complete and incomplete responses, or a date range.
  • Survey responses that are incomplete can be resent by clicking the Resend Request button.

Survey Response Report

There is a report source for survey responses, and a report using this can be created through Analysis, Projects/Workspaces, or Ticketing Applications.

These reports can only be accessed by users with the appropriate application and the Access All Surveys permission.

Best Practices

  • Figure out what the survey goal and process for reviewing the responses before implementing it. You should not collect feedback unless you know the feedback will be used in some way.
  • Decide who should have access to see survey responses. You can control access via security roles.
  • You may want to let respondents know what will be done with their responses and who will be able to see it. You can do this through the Introduction Message under the survey’s General Options.

Gotchas & Pitfalls

  • Surveys can be marked as public, and a link can be used to embed within an HTML button or simple including the link within an email. A public Survey Link will not require the user to sign in to complete the Survey therefore the “Associated Item” such as a ticket will not display in the Survey Response nor will be the person submitting the Survey Response.
  • Automated surveys are not sent to public users; these users must use the public survey link to participate.

Examples

Sample IT Survey

  1. The IT department understood my issue. (Configured as a horizontal radio button list w/ order changed to match the below values.)
    1. Strongly agree
    2. Agree
    3. Neither agree nor disagree
    4. Disagree
    5. Strongly disagree
  2. My issue was addressed in a timely manner. (Configured as a horizontal radio button list w/ order changed to match the below values.)
    1. Strongly agree
    2. Agree
    3. Neither agree nor disagree
    4. Disagree
    5. Strongly disagree
  3. The IT department should have resolved my issue. (Configured as a horizontal radio button list w/ order changed to match the below values.)
    1. Strongly agree
    2. Agree
    3. Neither agree nor disagree
    4. Disagree
    5. Strongly disagree
  4. Overall, I am satisfied with the service I received from the IT department. (Configured as a horizontal radio button list w/ order changed to match the below values.)
    1. Strongly agree
    2. Agree
    3. Neither agree nor disagree
    4. Disagree
    5. Strongly disagree
  5. Any other comments? (Configured as a text area.)