Managing customer surveys

SECURITY  Security level with Admin permission to configure Email Notifications & Surveys, and either Service Desk (Tickets) or Projects & Tasks permissions, or both. Refer to Admin security settings.

NAVIGATION   > Admin > Automation > Email Notifications & Surveys > Surveys > Surveys

NOTE  To review other help topics on Surveys, refer to Surveys.

About surveys

The Autotask Survey feature provides an efficient and simple method of distributing surveys to your contacts. Using the survey feature, you can find out how happy a customer is with your performance overall, find out how a particular customer contact feels about your services, and collect feedback on the performance of a specific employee.

If you add one of our predefined sets of service delivery benchmark questions to a survey, you'll be able to compare your overall service ratings to those of all other Autotask customers.

Surveys are available for project tasks and tickets.

Managing surveys

You create and manage surveys on the Surveys page. To open the page, use the path(s) in the Security and navigation section above.

Surveys can be associated with either tasks or tickets, both of which track customer-facing labor. Do the following:

  1. Depending on the entity the survey will be associated with, click either New Ticket Survey or New Task Survey.
  2. The New Ticket Survey or New Task Survey window will open.
  3. Populate all require fields. Refer to Building or editing surveys.

Existing task and ticket surveys can be managed using the Edit and Delete icons, as well as the right-click menus that allow you to edit, activate/inactivate, copy, and delete the selected survey.

Sending surveys

Surveys can be sent manually from the ticket and task pages (Tools menu > Send Survey to Task (or Ticket) Contact), but you'll find it much more efficient to set them up for automated distribution using workflow rules. That way, you can be certain that surveys are consistently sent out when and how you want them to be. Refer to Workflow rules.

NOTE  You can create multiple surveys, but each survey can be sent only once per ticket, whether it is sent manually or via a workflow rule, except when a survey is automatically resent when no response is received after a specified number of days. Refer to Build or Edit surveys > General tab).