Create Survey Templates

You can design survey templates from Zoho Surveys and track the results from ServiceDesk Plus Cloud.

To create survey templates and manage the responses, go to Setup > User Survey > Survey Templates.

Click New Template. You will be redirected to Zoho Survey via a pop-up window. You can create a new survey, use existing templates, or use any one of the templates from the Template Gallery.

You can add questions, create question types, or build logic into the questions in Zoho Survey. To learn more, visit this page.

After you save the template in Zoho Survey, it will be automatically published and listed in ServiceDesk Plus Cloud. Provide score for questions immediately after creating the template. This will be useful for evaluating user responses.

All the saved templates will be displayed on the Survey Templates list view, along with the number of responses for each template and the overall score. You can edit, preview, and mark the template as default using the  icon on the list view.

 

 

You can edit or delete survey templates only from the Zoho Survey page, before any response is received for the template. Templates cannot be edited or deleted once users start responding to a survey using the specific template.

 

 Default templates are sent when no rule matches the criteria or no rule is defined. 
 Ensure that you set the score before marking a template as default or before configuring survey rules.

Custom Variables

You can configure custom variables in survey templates to add request details to the survey.

Configure Custom Variables

  1. Go to Setup > User Survey > Survey Templates.

  2. Click the icon beside the template name and select Configure Custom Variables.

  3. Enable the check box beside the parameter name to add it as a custom variable. Currently, the supported parameters are Request ID, Requester, and Technician.

  4. Enter the label name for the selected parameters. This name will be displayed in the survey reports.

  5. Click Save.

 

 

You can view survey reports from the Reports tab inside Zoho Survey. The custom variable added to the survey fetches relevant request details and shows them in the survey report.

 

 

View Custom Variables

To view custom variables configured for the template, click the Actions icon beside the template name and select Display Custom Variables.

You cannot edit custom variables configured for a template after users start responding to the surveys generated from that template.