Managing Ticketing Follow-up Surveys

Ticket surveys enable service teams to collect client feedback directly. A ticket survey request can be automatically emailed after a ticket closure (based on criteria you set), or made publicly accessible via a link.

In this article, we'll cover:

• Features
• Managing Questions
• Managing Surveys
• Configuring the Automatic Survey Request Email
• Sending a One-Off Survey Request to a User
• Viewing Survey Responses
• Deleting Survey Responses
• Best Practices
• Sample IT Survey Questions

Features

• A Question Bank acts as a shared repository for questions from all configured surveys
• Survey requests can automatically be sent to requestors when a ticket is completed (note that these cannot be sent for public users)
• A waiting period prevents the same requestor from receiving multiple feedback requests in a short amount of time
• The email request template can be customized with template tags and HTML 
• Surveys can be made public and accessible via a link

Managing Questions

The Survey Question Bank

Questions are stored in a Survey Question Bank, allowing them to be accessed and reused across surveys in the same application. When a change is made to a question, it is updated in all surveys that use it. Be mindful when updating a question’s response options, as this may affect already-submitted responses.

Unused questions can easily be identified for cleanup and deleted from the bank by users with the Delete unused Surveys and Survey Questions permission.

Available Question Types

Creating Survey Questions

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing application toolbar, click the gear icon
3. Select New Survey Question
4. In the New Survey Question window, set up the question:
   1. Enter a Name. This is visible only in the Question Bank
   2. Header Text is the abbreviated name used as the column header in reports
   3. Select the Question Type
   4. Is Active determines if a question is available to add to surveys. If an existing question is changed to inactive, it will remain in surveys that already include it.
   5. Click Save
5. Any question types that require further configuration, such as multiple choice options, can be managed on the next page. Make the needed changes, then click Save

Managing Surveys

Creating a Ticketing Survey

Ticket surveys include a main container that can hold numerous questions. Once the container is created, questions can be added, edited, or removed as needed. Surveys cannot be marked as Active until they have at least one associated question.

To create a ticketing survey:

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select New Survey
4. In the New Survey window, enter a Name
5. Set the Order:
   • If more than one active survey applies to a ticket, Work Management uses this to prioritize which survey to send
     Requestors will not receive more than one survey per ticket
6. Enable the necessary Options:
   • Is Active: Activate the survey once it is ready to be shared. Surveys can’t be marked as active until they have at least one associated question.
   • Is Public: Allow unauthenticated users to access and submit the survey. Once checked, a URL will appear
   • Show CAPTCHA: Include a CAPTCHA field to prevent junk and bot submissions of the form. This can be especially helpful on public surveys
7. Configure the messages that will appear to respondents:
   • Introduction Message: Appears at the top of the survey
   • Closing Message: Displays after survey submission
   • Already Taken Message: Displays if an authenticated user accesses a survey request that they have already submitted
   • Invalid Request Message: Displayed if a user clicks a link to a survey that is no longer available or if the link is invalid
   • Not Public Message: Appears if an unauthenticated user accesses a restricted survey
8. 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, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select Surveys.
4. Click the Name of the survey you want to add questions to.
5. Go to the Questions tab.
6. Add a question to the survey:
   • To select an existing question from the Question Bank, select the Available option on the right side of the toolbar. This will show all active questions
   • To create a new question, click + New on the toolbar and follow the Creating Survey Questions steps above. After the new question is saved, select the Available option on the right side of the toolbar. Then select the new question
   • Click + Add
7. Click the Selected option on the right side of the toolbar. This will show all questions that have been added to the survey
8. Drag and drop questions to reorder them
9. To customize the question name only for this survey or make it required, click Customize Display
10. To modify the shared version of questions in the Question Bank, click Edit
11. When finished, click Save at the top of the Questions tab
12. Click Preview to see how your survey and any question customizations will appear

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, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey
5. Go to the General Options tab
6. Enable the Is Active option
7. Click Save

Configuring the Automatic Survey Request Email

Defining Criteria to Send Survey

Even if active, a survey will not be sent out unless criteria are defined. You can select how often a survey should be sent, the waiting period before sending, how frequently a requestor should receive it, and other criteria such as the ticket create date range and ticket status(es).

Automated surveys are not sent to public users; these users must use the public survey link to participate.

To set the send rules for a survey:

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey, then go to the Ticket Requests tab
5. Configure the Automated Request Options:
   • Request Percentage: This determines what percentage of tickets matching this Ticket Profile will receive an automated survey request. Tickets are randomly selected based on this percentage. For example, if Request Percentage is set to 20%, the system will randomly generate survey requests for approximately 20% of all tickets that meet this profile's criteria, while the remaining 80% will not receive surveys.
   • Waiting Period: Specify the number of days to wait before automatically issuing a survey request from a ticket. This time provides a buffer to reopen the ticket before asking the requestor to complete the survey. If the ticket is reopened and later resolved, this waiting period will start anew.
   • Time Between Requests: Specify the number of days to wait before asking the same requestor to complete the survey for different tickets. If a requestor has multiple tickets resolved within a short period, this provides a "cool-down" period before asking the same individual again.
6. Under the Ticket Profile section, configure the criteria a ticket must meet to receive this survey when it is closed or cancelled. It is not necessary to use all the criteria; set only those relevant to your use case
7. Click Save.

Setting Up the Email Asking Users to Take the Survey

The email notification asking a user to take the survey can be customized in the same way as Ticketing Notification Templates.

To configure the survey request email:

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey, then go to the Request Notification tab
5. Modify the Subject or Body. You can include Template Tags in either section. The survey request email can use many of the same Template Tags as the Notification Templates, with two unique additions: SurveyName and SurveyUrl. See the Ticketing Notification Template Tags article for details
6. When finished, click Save
7. Click Show Preview to see the notification with sample text

Sending a One-Off Survey Request to a User

Ticketing app users can manually request a survey response for a specific ticket. Manual requests can only be sent for tickets that have a requestor set and a Completed or Cancelled status.

To request a survey:

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing Application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey, then go to the Responses tab
5. Click the +New Request button
6. Select a completed or cancelled Ticket
7. Click the Request button

Viewing Survey Responses

Responses Tab

To see the list of complete and incomplete survey responses and send reminders for the incomplete ones:

1. In Work Management, click View Applications, then select the appropriate Ticketing application tile
2. At the right side of the Ticketing application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey, then go to the Responses tab
5. Any responses without a submitted date can be resent. Click the Response number, then click the Resend Request button

Survey Response Report

The Survey Response report source in the Analysis application allows individuals to report on feedback captured in ticket surveys

Users with access to the appropriate Ticketing application with the Access All Surveys app-level security role permission can create and view these reports.

Deleting Survey Responses

Though individual survey responses can be deleted from the survey, it can be easier to identify which response to delete from a survey response report. 

To delete a response from a survey report:

1. In Work Management, click View Applications, then select the Analysis application tile
2. Ensure a survey response report exists and includes at least the Response [ID], Survey Completed By, Survey Completed [date], and Survey [name] columns
3. Identify the correct response and click the Response number
4. Click Delete, then confirm

To delete a response from the survey:

1. In Work Management, click View Applications,  then select the appropriate Ticketing application tile
2. At the right side of the Ticketing application toolbar, click the gear icon
3. Select Surveys
4. Click the Name of the survey, then go to the Responses tab
5. Click the Response number
6. Click Delete, then confirm

Best Practices

• Determine 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 the ticketing application security role permission, Access Surveys.
• You may want to let respondents know how their responses will be used and who will be able to see them. You can do this through the Introduction Message under the survey’s General Options.

Sample IT Survey Questions

1. The IT department understood my issue.
   [Configured as a radio button list]
   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 radio button list]
   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 radio button list]
   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 radio button list]
   1. Strongly agree
   2. Agree
   3. Neither agree nor disagree
   4. Disagree
   5. Strongly disagree
5. Any other comments? 
   [Configured as a text area.]