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An introduction on where to get started with creating and managing ticket surveys through the Enterprise Service Management (ESM) system to receive customer feedback, gauge customer satisfaction. Provides guidance on survey best practices, where to start creating survey questions in the survey bank, creating a survey, adding survey questions to the survey, customizing the customer notification message and more.

The Enterprise Service Management (ESM) system has a built-in ability to send and process small surveys with the intention of gauging the satisfaction, level of service, or overall happiness of a customer's experience with a department. This article provides some background on customer expectations related to receiving survey requests, as well as privacy concerns.

A few suggestions on best practices for creating Enterprise Service Management (ESM) customer surveys.