Skip to Content

Problem visualizing satisfaction survey results

Hello.

We have not been able to visualize a satisfaction survey in the “Tickets” work center, in its “Surveys” tab. Despite the fact that this survey has been completed by the customer, after having sent it by e-mail, it can not be viewed. We want to see this satisfaction survey here:

On the following paragraphs, I’ll be explaining to you step by step what we’ve been doing to reach this purpose:

1) We have created a satisfaction survey, through the “Surveys” work center.

2) After having created the survey, we have created a new Workflow rule, in order to trigger the survey every time a ticket is created. In the Define Actions window, we’ve set a Placeholder with the Survey ID as #SURVEY7# and the Field as Ticket ID, having also uploaded the html file with the exact same placeholder.

3) Despite we have managed to create the link to the survey and to complete it, apparently the results of the survey are only shown in the “Surveys” work center, but we also need them to be shown in the “Tickets” work center, in the "surveys" tab.

Thank you very much in advanced for your help!

survey.png (28.0 kB)
survey1.png (12.2 kB)
survey3.png (22.2 kB)
survey2.png (46.4 kB)
survey4.png (5.6 kB)
surv.png (46.1 kB)
Add a comment
10|10000 characters needed characters exceeded

Related questions

4 Answers

  • Posted on Jun 20, 2019 at 12:37 AM

    Hi Nacho,

    Please go to Business Analytics->Data Sources and search for the data source "Ticket Survey Answers". From here you can create a report based on this data source.

    I would suggest to ensure you maintain a Question Short Description on each question in your survey. As getting visibility into the complete survey answers is not always best viewed in totality, but by question individually (building a view and selection for each question). Meaning a 4 question survey would have 4 views & 4 selections (to only get particular question answers).

    Regards,

    Grayson

    Add a comment
    10|10000 characters needed characters exceeded

  • Posted on Jun 13, 2019 at 01:51 AM

    Hi Nacho,

    Under the ticket surveys tab, it displays only Surveys added via Activity Planner. Satisfaction surveys will not be listed in the Ticket -> Surveys tab.

    Regards,

    Sandeep

    Add a comment
    10|10000 characters needed characters exceeded

  • Posted on Jun 17, 2019 at 09:54 AM

    Hi Sandeep,

    So, is there any posibility to link the customer that answers to this survey with this ticket?

    Reports?

    King regards

    Add a comment
    10|10000 characters needed characters exceeded

  • Posted on Oct 21, 2019 at 08:54 AM

    I have the same questions.

    I know how to add surveys to visits, via workflow and activity planner, but for tickets, i dont know how.

    Add a comment
    10|10000 characters needed characters exceeded

    • For tickets the concept works the same.

      You set up a workflow and in this workflow you select the business object ticket. You determine the conditions, e.g. ticket type, service category and status - For planned maintenance you can set up like this a different flow with different content (email template) and a different survey.

      MJ

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.