Define Criteria to Send Survey

The Enterprise Service Management (ESM) system supports setting custom criteria to determine when, as well as which survey to send to customers. The following article will walk you through the process of defining a ticket survey's send criteria.

Overview

You can choose how often a survey should be sent, the amount of time to wait before sending a survey, how frequently a requestor should receive a survey, and other criteria such as the ticket create date range and ticket status(es). Please note that if no criteria is selected and the Survey is activate, no surveys will go out.

Completed, or cancelled, tickets that meet the configured criteria will issue a survey request to the requestor of the ticket. If a ticket does not have a requestor, it will be excluded from processing. The Time Between Requests field allows you to specify a waiting period before sending out the same survey to a specific individual.

One ticket will result in at most one automated survey request. The survey requests that get priority will be the ones that have the shortest waiting period. If multiple surveys have the same waiting period and match the same ticket, the survey with the lowest Order value will get priority.

 

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.
   
   
    
3. Click Surveys from the list of actions.
   
   
    
4. On the Surveys page, click the Both option to see Active and Inactive surveys.
   
   
    
5. Click the Search button.
6. From the search results, click the Name of the desired survey.
   
   
    
7. Click the Ticket Requests tab on the survey details page.
8. Under the Automated Request Options set the following options.
   
   
    
   • Request Percentage this determines the percent of tickets whose criteria match those in the Ticket Profile that will have a survey request automatically generated. Adjust the slider to the desired percentage value. A recommend value is between 40 - 60%.
   • Change the Waiting Period to specify the number of days to wait before automatically issue a survey request from a ticket. This provides a period of time within which a ticket could be re-opened before asking the requestor to fill out the survey. If the ticket is re-opened and later resolved, this waiting period will start anew.
   • Change the Time Between Requests  to specify the number of days to wait before requesting that this survey be completed (for different tickets) from the same requestor. If a request has multiple tickets that get resolved within a short period of time, this gives a "cooldown" period before asking the same individual again.
9. Under the Ticket Profile section, configure the criteria a ticket should match to receive this survey when the ticket status is set to closed or cancelled.
   
   
    
   1. Classification select the type of ticket classifications (e.g. 'Service Request', 'Incident', 'Problem', 'Change', 'Release') which will be associated with this survey. If none are specified, then it defaults to all tickets.
   2. In the Created range fields specify the beginning date, and optionally ending date, for ticket creation which will be used as part of the survey filter for desired tickets.
   3. In the Status checkbox select the ticket status class which will be used as part of the survey filter for desired tickets.
   4. Optionally set one, or more, of the following fields to further refine the filter used to match, or exclude, tickets from the survey.
       
      Tip

      This can be used to ensure specific surveys are sent based upon which form was used if desired.
      • In the Form(s) field specify specific forms to include.
      • In the Acct/Dept(s) field specify specific Departments to include.
      • In the Exclude Acct/Dept(s) field specify specific Departments to ignore as part of the survey filter for desired tickets.
      • In the Service(s) field specify specific Services to include.
      • In the Service Offering(s) field specify specific Service Offerings to include.
      • In the Exclude Service(s) field specify specific Services to exclude.
      • In the Source(s) field specify the ticket source(s) to include.
      • In the Exclude Requestor(s) field specify people to exclude from sending surveys to.
      • In the Primary Group Responsibility field, specify one, or more, ESM groups that were assigned responsibility for a ticket.
      • In the Priority field, specify one, or more, ticket priorities to include.
      • In the SLA(s) field, specify one, or more, Service Level Agreements to include.
        • Further refine by selecting if a SLA was violated, not violated, or either/both.
10. Click the Save button.
    
    

 

This allows you to specify the number of days to wait before requesting that this survey be completed (for different tickets) from the same requestor. If a requestor has multiple tickets that get resolved within a short period of time, this gives you a "cool down" period before asking the same individual again.

 

Next Steps

Congratulations defining the scope by which surveys will be sent to your customers! Now proceed to the next step to customize the email message that will be sent to requestors asking them to complete the survey.

• Setup Customer Survey Email Notice

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.