Setup

To enable the Survey feature, several configurations must be completed in the system.

• Survey Form

• Custom Email

• Rules

Survey Form

A survey form must be setup. To create or manage survey forms, go to Settings > Tickets > Survey Forms.

Click the Add New button to create a new survey form.

The content of the Survey Form is fully customizable to suit your needs.  The Title can be a generic name of the type of survey form.

1. Description: This text will be included in the survey email sent to users. Use it to clearly communicate the type of feedback you're requesting.

2. Star Rating Question: Customize the question displayed alongside the star rating on the right-hand side of the form.

3. Comments Question: This field provides a text box where users can offer additional comments or context related to their responses.

   
   

Custom Email

A custom email must be created and linked to the survey form. To create or manage custom emails, navigate to Settings > System > Custom Emails.

Type in the Name for the custom email that you are creating.  

1. The Subject line will be automatically populated based on the selected Survey Form, clearly identifying the email as a survey. This subject will appear in the recipient’s inbox.

2. The Body section contains the content that will be displayed within the email message.

Rules

To automatically send the custom survey email when a ticket is closed, a rule must be configured.

Four key settings are required for this rule:

1. Event:  Set to “Ticket is updated”.

2. Condition: Must include “Status is one of Closed.”

3. Notification: Must contain the Action “Send survey email to related user” and a Survey email template must be selected.

4. Survey Email Template: Choose the appropriate email template to be used for the survey.