Documentation forWeb Help Desk
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Create client surveys and associate them with a request type

You can create an automatic or manual survey that you submit to your clients when a tech closes a ticket. After you create the survey a link to the survey is displayed at the top of the ticket email and in the Help History page of the client interface.

The client survey is determined by the ticket request type. If you select Default Survey for the request type's survey, the client is given the survey you select at Setup > Surveys > Options > Default Survey. After you submit a survey, it can be viewed but not edited. To view the survey results, go to Reports > Survey Results or to the individual ticket detail tab and click View Survey in the ticket header.

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.

Survey participants can be required to log in or take the survey without logging in using the flag 'Login required to submit survey' under Setup > Surveys > Surveys.

See the following sections:

Select the options that affect all surveys by default

  1. Click Setup > Surveys > Options.

  2. From the Default Survey drop-down menu, select a survey. If a different survey is not selected for a request type, this survey is sent to your clients when a ticket is closed.

  3. From the Default Max Survey Invitations drop-down menu, select the default value for the maximum number of survey email invitations received by a client.

    You can override this value for each survey.

  4. From the Default Survey Reminder Interval drop-down menus, select the time interval when reminders are sent to clients who have not responded to a survey invitation.

  5. In the E-Mail Reminder Subject field, enter the default message that is displayed by default in the Subject line of each survey email reminder.

  6. In the E-Mail Reminder Message field, enter the default email body text for each survey email reminder.

    You can include the following tags. When Web Help Desk generates the message, the tags are replaced with actual values.

    Tag Actual value
    <first_name> Client's first name
    <last_name> Client's last name
    <survey_link text="click here"> Link to the survey
    <ticket_url> Link to the associated ticket

    You can override this message for each survey.

  7. Click Save.

Create a survey

  1. Click Setup > Surveys > Surveys.
  2. In the Surveys screen, click New.

  3. Enter a name for the survey. This name is displayed as a heading at the top of the survey.

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

  5. In the Greeting field, enter the greeting salutation that is displayed at the top of the survey.

  6. In the Thank You Message field, enter the message that is displayed after a client takes the survey.

  7. In the E-Mail Invitation Message field, enter the message used in survey invitations emailed to clients. These invitations are included in ticket email when the ticket is closed and the request type is associated with a survey.

    You can include the following tags. When Web Help Desk generates the message, the tags are replaced with actual values.

    Tag Actual value
    <first_name> Client's first name
    <last_name> Client's last name
    <survey_link text="click here"> Link to the survey
    <external_survey_link text="Link-To-Survey"> <survey_link text='click here'> Link to the external survey

  8. To require clients to log in to take the survey, select the Enabled checkbox.

  9. From the Frequency drop-down menu, 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.

  10. From the Max E-Mail Invitations drop-down menu, 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

  11. From the E-Mail Reminder Interval drop-down menu, select the number of business hours, days, weeks, or years when survey reminders are emailed to the clients.

  12. In the E-Mail Reminder Subject field, enter the subject displayed in email messages sent to remind clients about their pending survey response.

  13. In the E-Mail Reminder Message field, enter the message that is displayed 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. You can include the following tags:

    Tag Actual value
    <first_name> Client's first name
    <last_name> Client's last name
    <survey_link text="click here"> Link to the survey
    <external_survey_link text="Link-To-Survey"> <survey_link text='click here'> Link to the external survey

  14. In the Completion Notification Addresses field, enter a list of email addresses that are sent a notification each time this survey is completed. Separate each email address with a semicolon.

  15. From the Survey Width drop-down menu, specify the width of the survey in pixels.

  16. Click Save.

Associate a survey with a request type

Associate a survey with a request type to automatically send the survey to clients when a tech closes a ticket of that type.

  1. Click Setup > Tickets > Request Types.
  2. In the Request Types column, click the name of the request type to open it.

  3. From the Survey drop-down menu, select a survey to send to the clients when tickets with this request type are closed.

    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 when a hardware request type is closed.

  4. Click Save to associate the survey.

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

Disable a survey for a request type

You can specify that no survey is sent when a ticket with a specific request type is closed.

  1. Click Setup > Tickets > Request Types.
  2. In the Request Types column, click the name of the request type to open it.

  3. From the Survey drop-down menu, select None.

  4. Click Save.

    The survey is disabled for the request type.