Resend Survey Request to Customer

Overview

Surveys sent out from the Enterprise Service Management (ESM) system are sent to ticket requestors via email. Sometimes requestors are unable to respond to a survey. For one reason or another it may be necessary resend the survey request email which contains the unique link to the survey. This article will walk through the process to resend a ticket survey request.

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. Click the Responses tab.

    ESM Ticketing App Survey Responses tab highlighted
     
  8. Locate a survey request that has no value in the Submitted field, and click the Response ID.

    ESM Ticketing App Survey responses tab showing newly created survey request
     
  9. A survey response window will open.

    ESM Ticketing App Survey response status window
     
  10. Click Resend Request.
  11. The text Survey request resent will be displayed to the right of the Resend Request button indicating an email has been sent to the ticket's requestor.

    ESM Ticketing App Survey Response resend request confirmation

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.

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