Survey settings lets you enable/disable user surveys, customize the survey email template, schedule surveys, configure survey exclusions / survey reminders, and modify the default welcome and page revisit message.
To configure the survey settings,
Head to Setup > User Survey > Survey Settings.
Use the toggle button under Send Survey to disable or enable sending surveys. By default, the surveys are disabled.
Select a module for which you want to configure the survey settings. If the survey settings is not related to any module, you can select Adhoc Survey from the drop-down.
Use the Customize link beside Survey Email Template to design an email notification template for the survey. Use the variables to compose the email message for the survey.
As soon as the requester clicks the survey link, they will be taken to the Survey page. You can configure an appropriate welcome message to be displayed on that page by using Survey Messages. When the user attempts to reopen an already completed survey, you can configure an appropriate message under Page Revisit.
You can configure when the survey must be sent to the user. Depending upon the module selected, you will get various options to choose from. The following example is for requests module survey.
Each time a request is closed.
After a certain number of requests are closed.
A specific number of requests from a specific requester is closed.
You can exclude sending surveys on certain conditions by selecting Do not send survey emails when following conditions are matched checkbox.
After you enable survey exclusion, set the various conditions to exclude surveys:
icon to add multiple conditions.
icon to drag the conditions in the order of execution. You can add nested conditions by dragging a condition over the indentation space below another condition. Nested conditions are denoted with a drop-down icon.
If a request matches the conditions set, survey email will not be sent to the requester.
You can also exclude technicians added to the application from taking the survey by enabling Exclude Technicians from the survey checkbox.
Use this to notify users if they have not taken the survey within a certain number of days.
Automate the process of sending surveys to requesters based on the type of request they raised. Define the request criteria for sending a survey and associate it with a survey template. If no template matches the request criteria, the default survey template will be used.
To define survey rules, click New Rule.
All the rules you have created with the associated template and its status are listed on this page.
You can enable/disable the rule on this page. Use the Gear icon to edit or delete a rule.
You can also organize the rules to configure the sequence in which the rules are executed by hovering over the rule and using the Drag-and-Drop icon.
You can configure up to 40 rules, which will be executed in sequence. You can also reorder the rules. The rules will be executed until the condition is met.
Use Adhoc Survey to send surveys directly to users or user groups. You can configure when the survey should be sent and if it should be sent repeatedly daily, weekly, monthly, or yearly. You can send adhoc surveys to only 100 users (recently added).
You can check the results of the survey by accessing Setup > User Survey > Survey Results. View results of surveys that were configured in Zoho Survey and sent from ServiceDesk Plus Cloud.
Under Survey Backlogs, you can keep track of surveys that are yet to be taken by the users, resend surveys, and delete expired surveys.
Survey backlogs are listed module wise. Choose a module for which you want to check the survey backlogs. The Backlogs will be shown in the list view, where you can check the following details: request/problem/changes/release ID, requested by, survey sent time, associated survey template and the status of the survey whether Active/Expired.
To check backlogs for adhoc surveys, choose Adhoc Survey in the module drop-down.
To resend or delete a survey, use the settings icon and select the appropriate option.
