User Survey
Survey helps you to get the user's feedback on the product and the support you offer. The below given survey settings can be configured here.
Survey Settings
Survey settings enables you to configure the default values for welcome
message, survey success or failure message, and thank you message. You
can also choose to enable or disable a survey. If you enable a survey
you can also schedule the periodicity of conducting the survey.
Configure Survey Settings
- Enable Survey: Selecting this option will enable the survey. If deselected survey will be disabled.
- Enter the Survey Details. Enter the messages that is to be displayed in the appropriate fields.
- Schedule Survey: Select any one of the following option.
- a request is closed: Survey will be sent whenever a request is closed.
- __ requests are closed: Survey will be sent when the mentioned number of requests are closed.
- __ requests from a contact are closed: Survey will be sent when the mentioned number of requests of a contact are closed.
- Click on Save.
Survey mails are sent to the mail ID of the contact person of the request.
Define Survey
Define Survey allows you to add various questions that would be a part
of the user survey. Along with adding questions, you can also add the
satisfaction levels that will be displayed as answers to each of the
questions from which the user has to choose the best answer that will
describe his/her experience.
To add a Survey question- Click + Add Question button in the Question tab. The question window pops up.
- Enter the question in the text area provided.
- Click Save. The question is added to the survey and is displayed in the Define Survey page under the Questions tab.
To change the order of the questions, click the Move up or Move Down link against the corresponding question.
To add the satisfaction levels
- Click Satisfaction Levels tab
- Click + Add Level button. The Satisfaction Level window pops up.
- Enter the value of the satisfaction level in the text area provided.
- Click Save. The level will get appended to the end of the
list. You can move the same up or down the list of satisfaction levels,
by clicking Move up or Move Down links.
The order of the levels determines the value that is associated with
each level. The satisfaction level that is on top of the list will mean
that it is the lowest satisfaction level and will be associated with
the value 1. The reports will be generated based on the values
associated to each of the satisfaction levels.
Survey Preview
The preview of the survey form will be displayed here. Here the questions and the satisfaction levels that you have defined under Define Survey page (Helpdesk and Service Automation-> Admin) will be displayed.
Survey Results
The surveys that are replied by the users will be listed here. To view the results click on the Subject link.
