Setup Customer Survey Email Notice

Overview

Survey requests are sent to a ticket requestor via email. You can customize the email subject line, as well as the HTML-based body of the template used by the Enterprise Service Management (ESM) system when sending notifications. Each survey has it's own template.

Survey request notifications can include template tags that will insert message specific text based upon the source ticket. The available template fields are listed in the Insert Template Tag drop-down list. Once inserted, the template tags will be displayed within the curly brackets (e.g. {{ }} ) in the subject, and body fields below.

Some commonly used template tags are:

  • ActionName - In the context of a survey request this will insert the text "Survey Request".
  • TitleShort - A shortened version of the source ticket's title.
  • RequestorFirstName - The first name of the ticket's requestor.
  • Title - A full text of the source ticket's title.
  • SurveyUrl - required the ticket specific URL that the requestor is being requested to complete.

 

What materials do I need?

  • ESM TDNext access

How do I use this technology?

  1. In TDNext, click the Applications menu and select the desired Ticketing Application.
  2. On the right side of the screen, click the Settings (gear icon) button.

    TDX Ticketing Application Settings button highlighted
     
  3. Click Surveys from the list of actions.

    ESM Ticketing App settings menu with Surveys option highlighted
     
  4. On the Surveys page, click the Both option to see Active and Inactive surveys.

    ESM Ticketing App Surveys search with Both option highlighted
     
  5. Click the Search button.
  6. From the search results, click the Name of the desired survey.

    ESM Ticketing App Surveys search results with a Survey selected
     
  7. On the survey details page, click Request Notification tab.
  8. Customize the default template.

    ESM Ticketing App Edit Survey Request Notification default template
     
    1. It is recommended to leave the Send As field blank. This will ensure that a generic ESM service account will be used. Alternatively, select any individual within the ticketing application to customize the "From" line of the survey request notification. All emails will show the selected individual as sender (including from a 'Reply To' perspective).
    2. Change the default Subject line from. 
       
      TeamDynamix {{ActionName}} ({{TitleShort}})

      Which will result in a email subject line similar to the following:
      TeamDynamix Survey Request (Configure desktop computer...)

      to
       
      <ESM Ticket App Name> {{ActionName}} ({{TitleShort}})

      Replacing the <ESM Ticket App Name> text with the name of ESM ticketing application (e.g. "UAA IT", "UAA Shared Services", etc.). This will result in a email subject line similar to the following:
      UAA IT Survey Request (Configure desktop computer...)
    3. Edit the Body text area as desired. The text below is the recommended template for most surveys.
      <div style="-webkit-font-smoothing: antialiased;
            -webkit-text-size-adjust: none;
            background-color: #FCFCFC;
            background: #FCFCFC;
            color: #5e5e5e;
            display: block;
            font-size: 1rem;
            font-weight: 400;
            height: 100%;
            margin: 0;
            padding: 0;
            width: 100%;">
        <div style="width: 600px; margin: auto; ">
          <header style="width: 100%;
            height: 100px;
            background-color: #00583D;
            background-position: center center;
            border-bottom: .75rem solid;
            border-bottom-color: #FFC425;
      	  color: #232925;
            font-size: 1.5rem;
            text-align: left;">
            <p style="text-align: left;
            padding-top: 0px;
            padding-left: 30px;
            padding-right: 30px;
            padding-bottom: 20px;"><br /><a style="display:block;" href="https://uaa.alaska.edu"><img
                  style="width: 50% !important;
            max-width: 50% !important; height:auto;" alt="UAA Logo"
                  src="https://static.uaa.alaska.edu/img/logos/UAA-GreenGold.png" title="University Alaska Anchorage" /></a>
            </p>
          </header>
          <main>
      <p>Dear {{RequestorFirstName}},</p>
      
      <p>Your feedback is important to us.</p>
      
      <p>You are being requested to complete a short survey for the "{{Title}}" request made on your behalf on {{CreatedDate}}.</p>
      
      <div style="text-align: center">
      <p style="margin-bottom: 20px;">You can access this survey by clicking the button, or the direct URL below.</p>
      
      <a href="{{SurveyUrl}}" target="_blank" style="text-decoration: none; color: #FFC425; background-color: #00583D; border: 1px solid #4EA685; border-radius: 5px; margin: 10px 10px 10px 10px; padding:10px 10px 10px 10px;">Take the Survey</a>
      
      <p style="margin-top: 20px;"><strong>Direct Link:</strong><br />
      <a href="{{SurveyUrl}}">{{SurveyUrl}}</a></p>
      </div>
      
      <p>If you need to refresh your thoughts, you can view the ticket details here: <a href="{{ClientUrl}}">{{ID}}</a></p>
      
      <p>Your feedback will help us improve our service, act as training points and ensure that we're providing all of our customers a voice in shaping our future.</p>		
          </main>
          <footer style="width: 600px;
            height: 50px;
            border-top: .25rem solid;
            border-top-color: #FFC425;
            background-position: top center;
            background-color: #00583D;
            color: #ffffff;
            font-size: 14px;
            text-align: left;">
            <p style="font-size: .9rem;
            padding-right: 20px;
            padding-left: 20px">This email was sent on behalf of the <a style="color: #FFC425;" href="https://www.uaa.alaska.edu" target="_blank">University of Alaska Anchorage</a><br />
      	  Anchorage, AK 99508</p>
          </footer>
        </div>
      </div>
    4. Click Show Preview button to generate an example of the survey request notification message. This will be displayed in the Preview section below the Body template field, and will display something similar to the following example.

      ESM Ticketing App Survey Request Notification Preview
       
  9. Click Save.

    ESM Ticketing App Edit Survey Request Notification Save Button Highlighted

 

Next Steps

Now that you've completed customizing the message that will be sent to your customers requesting them to complete the survey, you're ready to start collecting customer responses. Now proceed to the next step to activate the ticket survey.

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 IT page for the appropriate support group.

Details

Article ID: 1332
Created
Mon 11/7/22 8:57 AM
Modified
Fri 12/2/22 3:00 PM