Create surveys for technicians and customers

Create and customize surveys for technicians and customers to complete at the end of a support session. This is a great way to get feedback directly from customers as soon as they finish getting support from a technician.

  1. Navigate to Management > Surveys.
  2. Select Add at the top right of the Surveys view.
  3. In the Create Survey dialog:
    • Enter a Name.
    • Select a Language.
    • Provide a Description.
  4. Choose Save. The dialog will close, and you will see your new survey selected in the survey list, with the Enable this Survey toggle set to enabled.
  5. On the Survey Settings tab, set the recipients to Send Survey to as:
    • Customer
    • Technician
  6. You can also set the survey Type as:
    • Optional
    • Required
  7. Choose the List of Questions tab to begin adding survey questions.
  8. Select Add at the bottom right of the view.
  9. Enter a question, and select an Answer Type
    • 1 to 5: Lets the responder select a score from 1 to 5. Specify which value represents the best outcome.

      • Example: Please rate your support experience from 1 (poor) to 5 (excellent).

    • Free Text: Provides a text box allowing survey responders to enter type their answer.
    • Yes or No: Prompts the survey responder to select Yes or No as an answer to your question.
    • Choices: Allows you to set a number of Options that the survey responder can choose. To add more options, select Add options.

  10. Toggle the Check before submit option on (answer required) or off (answer optional).
  11. Set the Activate toggle on or off to include or exclude the question in the survey.
  12. Select a Position for the question number within the survey. If you choose an already selected position, that question and those that follow it are moved one step down the question list.
  13. Select Add to confirm the addition of the question to the survey. The survey now includes the configured questions when sent.

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