Get Started with Ticket Surveys

Overview

This article will help Enterprise Service Management (ESM) App Admins to create and manage ticketing surveys via the TDNext interface. Ticket surveys can automatically be sent out to ticket requestors if their ticket matches set criteria after a ticket is completed. Unique questions can be created for each survey, or be reused across multiple surveys within the same Ticketing Application.

In this article:

• Create
• Manage
• Gotchas & Pitfalls

Create

Learn about creating survey questions, using the survey question bank, and creating surveys

• Enterprise Service Management Survey Best Practices
• Survey Question Bank
• Create Survey Question
• Create Ticket Survey
• Define Criteria to Send Survey
• Setup Customer Survey Email Notice
• Activate Ticket Survey

Manage

Learning about managing surveys, and survey responses.

• Send a One-Off Survey Request to Customer
• Resend Survey Request to Customer
• View Survey Responses via the Responses Tab
• Create Survey Response Report

Gotchas & Pitfalls

Surveys can be marked as public, and a link can be used to embed within an HTML button or simple including the link within an email. A public Survey Link will not require the respondent to sign in to complete the Survey therefore the Associated Item such as a ticket will not display in the Survey Response nor will be the person submitting the Survey Response.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.