Understand your users' overall satisfaction with your technician support on each ticket through the ticket satisfaction survey. You can set up a ticket automation rule to automatically send your users an email satisfaction survey when they resolve their tickets. 

Understand your customers' overall satisfaction with your technician support on each ticket through the ticket satisfaction survey. You can set up a ticket automation rule to automatically send your customers an email satisfaction survey when they resolve their tickets. 

Note:

• The layout and information displayed on the survey cannot be modified.
• The survey is available in English, French, and German. You can modify the survey language by going to Admin > Settings, scrolling to the Language section, and selecting the one you wish.
• The customer can answer the survey even if they are not logged into the customer portal.

Enable satisfaction survey

To automatically send the email survey when tickets are closed or resolved: 

1. From the sidebar, go to Admin > Support and ticketing > Ticket automation rules. 

The Ticket automation rules page appears.

2. Click Add New Rule.

3. Enter details for the new rule:

• Rule Name: Name the rule (e.g. "Send Satisfaction Survey")
• Description: Describe the rule by adding details about what the rule does and how it is triggered.
• Trigger: Select Ticket Closed/Resolved (the rule will be triggered when a ticket is closed or resolved)
• Ignore Flow: Select Yes for the rule to operate regardless of hierarchy. 
  Note: When the conditions of a rule are met and the associated action is performed, only the remaining rules with Ignore flow selected will be examined and executed (if conditions are also met).

4. Click Add.

5. On the Ticket Automation Rules page, click the newly created rule name to add the rule conditions and actions.

The Conditions and Actions fields appear.

6. Add the rule conditions and actions. 

• Conditions: You can customize your conditions for the rule.
  Note: In the previous step you added the trigger for the rule. Once the rule is triggered, it must meet the conditions you set in order for the action to occur. Learn more about ticket automation rules
• Action Type: Select Send Survey to Contact.

8. Click Add.

The ticket automation rule is activated and will send satisfaction surveys to your users when their tickets are closed/resolved.

The ticket automation rule is activated and will send satisfaction surveys to your customers when their tickets are closed/resolved.

View survey results

To view survey results, go to the Tickets page and select a closed/resolved ticket.

Under Requester info, you can view the overall satisfaction rating, or hover over the tooltip icon for more detailed results of the survey.

Under Contact info, you can view the overall satisfaction rating, or hover over the tooltip icon for more detailed results of the survey.

The Satisfied users report and Dissatisfied users report can also be used to view the results from your surveys.

The Satisfied Customers Report and Dissatisfied Customers Report can also be used to view the results from your surveys.