Create a client survey

You can create an automatic or manual survey that you submit to your clients when a tech closes a ticket. While the survey is optional, the client feedback can help you identify issues with the ticket resolution process and help you improve your help desk operations. When you close the ticket, you can disable a survey for a specific request type.

  1. In the toolbar, click Setup > Surveys > Surveys.
  2. In the Surveys screen, click New.
  3. Enter a name for the survey. This name displays to the client.

  4. Enter a survey description. The description is not displayed to clients, but is used by techs to understand the purpose of the survey without having to view the details.

  5. Enter a greeting salutation that displays at the top of the survey.

  6. Enter a message that displays after a client takes the survey.

  7. Enter a message used in survey invitations emailed to clients. These invitations are included in ticket e-mail when the ticket is closed and the request type is associated with a survey.

    When Web Help Desk generates the message, the tags are replaced with actual values. The following tags may be used:

    Tag Actual Value
    <first_name> Client first name
    <last_name> Client last name
    <survey_link text="click here"> Link to the survey
  8. Select the frequency that survey invitations are sent to clients for tickets with request types that enable this survey.

    For example, select 1 to send out a survey at the close of every ticket. Select 2 to send out a survey after every other ticket, and so on.

  9. Select the maximum number of survey invitations that a client receives by email.

    The invitation count includes:

    • All email reminders
    • The original invitation included in the ticket update email sent when a ticket is closed
  10. Select the number of business hours, days, weeks, or years when survey reminders are emailed to the clients.

  11. Enter a subject displayed in email messages sent to remind clients about their pending survey response.

  12. Enter a message that displays in emails sent to remind clients about their pending survey response.

    When Web Help Desk generates the message, the tags are replaced with actual values. The following tags may be used:

    Tag Actual Value
    <first_name> Client first name
    <last_name> Client last name
    <survey_link text="click here"> Link to the survey
  13. Enter a list of email addresses that are sent a notification each time this survey is completed. Separate each email address with a semicolon.

  14. Click Save.

Set the survey options

  1. In the toolbar, click Setup > Surveys > Options.
  2. Complete the remaining fields as required.

    Click the tooltips for additional information.

  3. Click Save.

Create an automatic survey

  1. Click Setup and select Tickets > Request Types.
  2. In the Request Types column, click the appropriate request type.
  3. In the Request Type screen, click the Survey drop-down menu and select a survey.
  4. Click Save to automatically implement the survey.

For example, if you click Hardware in the Request Types screen and select Default Survey in the Survey drop-down menu, the client automatically receives the default survey for a hardware request type.

See Defining Request Types for information about defining a request type.

Create a manual survey

You can manually send out surveys to a group of clients by clicking Send Survey in the client search results header. After you submit a survey, you can view but not edit the survey.

  1. In the toolbar, click Clients.
  2. In the Basic Search or Advanced Search tabs, enter the appropriate information to locate one or more clients.

    To list all clients, leave the search fields blank.

    Hover your mouse arrow over the selections for tooltips.

  3. Click Search.
  4. In the search results toolbar, click Send Survey.
  5. In the Survey Invitation Mailer screen, click the Survey drop-down menu and select a survey.
  6. Edit the survey content (if required).
  7. Click Save & Email.

Disable a survey

You can disable a survey for a specific request type so it is not sent to a customer when the ticket is closed.

  1. Log in to Web Help Desk.
  2. Click Setup > Tickets > Request Types.
  3. Click a request type in the Request Types column.
  4. Click the Survey drop-down menu and select None.

  5. Click Save.

    The survey is disabled for the request type.