Surveys

Use this screen to add surveys to the system. The survey management screen is available in the Surveys module of the Administration group.

Survey Overview Screen

Survey Overview Screen

Manage Surveys

To add a survey:

  1. Click on the Add new survey button in the header bar.

  2. Fill in the required fields.

  3. Click on the Create button.

  4. Click on the Edit Questions button in the header bar.

  5. Add some questions and click on the Add button.

  6. Click on the Close this window button to go back.

Warning

Surveys can not be deleted from the system. They can only be deactivated by setting the Validity option to invalid.

To edit a survey:

  1. Click on a survey in the list of surveys.

  2. Click on the Edit General Information button in the header bar.

  3. Modify the fields.

  4. Click on the Update button.

To filter the surveys displayed in the overview table:

  1. Click on the Survey overview options button in the header bar.

  2. Define some filters or date restrictions.

  3. Click on the Submit button.

To make the survey available to use:

  1. Click on a survey in the list of surveys.

  2. Change the status of the survey.

Warning

As soon as the survey has the state Master or Valid the questions cannot be edited anymore.

Survey Settings

The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.

Title *

The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.

Introduction *

This is the summary of the survey. It is displayed in the external interface together with the title.

Sender *

This is the email address which is set as sender of the email sent to the users.

Subject *

The subject of the email sent to the users.

Body *

The body text of the message.

Queues

Select the queues for which the new survey can be created. If none is selected, it will be valid for every queue.

Ticket Types

Select the ticket types for which the new survey can be created. If none is selected, it will be valid for every ticket type.

See also

This field is not displayed by default. It can be enabled in the system configuration.

Services

Select the services for which the new survey can be created. If none is selected, it will be valid for every service.

See also

This field is not displayed by default. It can be enabled in the system configuration.

Internal Description *

Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.

Customer conditions

It is possible to define conditions based on customer user attributes, e.g. all customer users with a specified comment would not get any survey emails. Each attribute could have at least one condition. A condition contains a checkbox value for negation and a value field (input type text or multiple select).

See also

This field is not displayed by default. It can be enabled in the system configuration.

Add Questions

As soon as a new survey is created, the user can add questions to the survey by clicking on the Edit Questions menu item in the displayed survey. A new window will pop up where the user can add questions.

Five types of questions are selectable. These are:

  • Yes/No questions: a user can answer by selecting Yes or No from a drop-down field.

  • Radio (List) questions: a user can answer by selecting exactly one and just one of the possible answers.

  • Checkbox (List) questions: a user can answer by selecting none to all listed answers.

  • Textarea questions: a user can write answers by typing regular text.

  • Net Promoter Score questions: a user can answer by selecting exactly one and just one of the possible scores.

  • Embedded question: a user can answer directly in the email received. The possible answers can be images embedded in the email that is sent out. Only one embedded question can be added to a survey. The embedded question will not be shown in the external interface.

For each answer type you can choose if you want a customer user to be required to answer this question or if a customer user can ignore the question.

As soon as questions of type Radio (List), Checkbox (List) or Net Promoter Score got added, the question will be shown in the Survey Questions overview. By clicking on the question you can add answers, change the answer order by clicking on the up or down icon or delete the answer by clicking on the trash icon.

Questions of type Radio (List) and Net Promoter Score needs to have at least two answers to be valid. Furthermore, questions of type Checkbox (List) needs to have at least one answer to be valid.

After all questions and possible answers have been added, you can leave the Edit Questions area by clicking on the Close this window button.

Start Sending Survey Requests

On the survey detail page, you can select Master from the – Change Status – drop-down. As soon as the survey has the state Master the survey is set live.

Note

Only one survey can have the state Master.

If a ticket is closed, the customer user receives an email invitation to fill the survey by clicking a link inside the invitation email.

Survey Results Graph

Select a survey that is already submitted to the customer users and scroll down. You can see the Survey Results Graph widget. This displays statistically a summary of questions like Yes/No, Radio (List) and Checkbox (List).

Questions where answers were configured as required will have one vote for each submitted survey by a customer user.

Questions where answers were not configured as required are optional for the customer users. If customer users have not selected any of the Radio (List), Yes/No or Checkbox (List) answers or have not entered anything in a Textarea answer, it can happen that only 10 or 20 answers appear in a statistic, although the survey was sent by 200 customer users.

Statistics for required Checkbox (List) questions have at least one checked value for each answer submitted. However, since multiple selections are possible, there may be more answers than the total number of surveys submitted.

Example: 200 surveys submitted by customer users, 350 answers on one Checkbox (List) question.

Statistics for not required questions may have less answers than the total amount of submitted surveys (answer is optional).

Statistics Details

When you click on a survey that customer users have already submitted, you can see the following details in the Stats Details section:

  • The time when the survey invitation was sent to the customer user.

  • The time when the customer user submitted the filled survey.

  • The associated ticket as a link.

  • A magnifying glass showing the votes selected for that customer user.

In this area, you will find the answers to each question that the customer user has selected or typed in. Especially Textarea answers are of interest here.

Modifying Survey

As soon as a survey had the status Master, the modification possibilities are limited. Therefore, make sure that the number of questions and answers is configured correctly before changing the status to Master.

Warning

In a survey of type Master you can not add or delete questions any more.

In a survey of type Master the general information (title, introduction, sender etc.), the question text, the answer text, as well as the order of the answers can be changed.

You can change the Answer Required property of a question too, but this may just make sense as long as there are no submitted customer surveys. Changing the Answer Required question to No makes the answer optional, so the statistic for this question may not have an answer for each submitted customer survey any more. Changing the Answer Required property to Yes will require the customer users of the future survey to give a vote for this question, but will not add votes for already submitted surveys. So statistics will render rather useless too.

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