NetHelpDesk has several options available, to engage with your end user at the end of a ticket's life cycle. One is to send them a survey, and ask questions about the service they received. Another is to include single click feedback on closure emails. The latter is more popular recently, as it is less time consuming for the end-user. However, surveys are used to provide more depth for analysis of what went right, and what went wrong.
These features can be used alongside ticket closure procedures, where the end-user confirms that a ticket is ready to be closed, and their issue is resolved. The ticket closure procedure will send customised links, to get the end user to confirm that the ticket has been closed. The surveys can be used in conjunction with this. The single click feedback cannot.
To read the guide regarding Single Click Feedback, click HERE.
To read the guide regarding Ticket Closure Procedures, click HERE.
For the surveys to be completed, you will need to have your self-service web interfaces are setup, so that the pages will generate and work. Click HERE to read the guide related to this. Even if you don't intend to use the self-service portal, it must still be set up to use surveys. Speak with our Support team to get the most from your service.
To start using the surveys, go to N > Setup > Main Configuration > Surveys.
If you have decided to ask the end user how satisfied they are with your service, by answering a series of questions on the self-service web interface, you will need to do several things:
A. Create the Custom Objects fields to ask the questions you want, and capture the end-user's response.
B. Add the questions to the tickets you would like them asked on.
C. Decide which $variable to use that will generate the link for the user to click, and take them through to the page on the portal.
Once these are created, you will be ready to start using the surveys.
In the Survey settings page, scroll to Web Survey section, and click Add Custom Field Questions to Survey button to start adding the custom object fields.
Each custom field you add will represent 1 question. The field has a label, where you can ask the question, and the field is used to capture the response, in a variety of different ways.
1. Give the field a name in the database. There must be no gaps or special characters in this name. It will be a unique name, so it is not confused with other fields. It automatically starts with the letters CF, to represent that it is a Custom Field.
2. The field label here can be used to ask the question. Some examples could include, "How polite was the Agent who spoke with you?", with the answers being multiple choice, or "The Agent advised you of your support coverage." with a check box for them to check. Special characters and spaces are no problem in the label.
3. The Type of field can give you different ways to capture the answer to the question. These include a single line field, a memo multi-line field, Drop Down Single Selection and Listbox Multiple Selection fields.
4. Make sure that the field will show on the prepopulated tab Survey for the question to be included in the functionality.
If you need to edit these fields after you create them, go to N > Setup > Main Configuration > Custom Objects > Requests. You will need to delete and recreate in order to change the CFfield name.
Add as many questions you would like, and if you have reviewed the Custom Objects area before, and feel more confident, have a play with some of the other more advanced settings in the Type of Field options. If you would prefer not to, these above are the essentials for adding questions to the end-user survey.
Once the questions have been set in the Custom Objects area, you will need to go into the ticket types, and add the fields to the ticket types where you want the questions to be included in the survey. So, if you wish to add different questions to the survey based on the ticket type, this is how you set them.
Go to N > Setup > Main Configuration > Requests/Tickets > Request/Ticket Types > Edit Ticket Type > Field List.
These fields will not appear on the New Ticket Screen if the field's Show on Tab field is set to Survey.
In the Survey settings page, scroll to Web Survey section, and you will see the Survey Check Box Labels / Questions area. These fields will appear on the survey page of every ticket/request type, if they are used. If not, they will not appear.
Where single click feedback can be included on any email template, the surveys can appear only based on a link. This link is generated where the email template finds a $variable. On the Web Survey settings page, the $SatisfactionWebLinkText and $USerConfirmSatisfactionWebLinkText buttons are available, for you to edit the email template text that appears in the place of these $variables.
A $variable is a placeholder in something like an email template or a web page template. The NHD Windows program and Web interface programs replace the $variable with information from the database. So, for example, on the email templates, wherever the $variable $EMAILADDRESS is placed, the user's email address is put. As this information varies from user to user, the $variable acts as a placeholder for that information to be injected by the NHD programs.
With Surveys, the NHD programs generate a link that connects through to the survey on the web interface. The information it places in the $variable placeholder for surveys is complex. It includes information about the user, the ticket, and so on, so it is unique every time. You don't have to worry so much about what it generates, but more about the fact it needs to be specified for the functionality to work properly.
To make sure the link generates correctly, go to N > Setup > Main Confirguration > Email > Email Templates > Web Site URL, and make sure it points to the correct location of your web portal. If you have multiple email template groups and/or multiple web portals, you will need to check to make sure the correct one is specified where applicable. See the separate guides for setting up your web interfaces.
Add the following variables to the Closure Email Templates:
Include this in your Closure template if you wish for the end user to follow a link to the web portal to answer a survey. You can add extra text to this if you prefer.
The $SATISFACTION will create a hyperlink directly to the survey page on your web portal, where the end-user can answer the questions you have set.
Include this in your Closure template if you wish for the end user to follow a link to the web portal to answer a survey, and confirm closure of a ticket. You can add extra text to this if you prefer. Make sure the closure procedure functionality is switched on.
The $USERCONFIRMSATISFACTION will create a hyperlink directly to the survey page on your web portal, where the end-user can answer the questions you have set.
When you have decided which option to use, go to N > Setup > Main Configuration > Email > Email Templates > Edit ID 14, and include your chosen $VARIABLE in the Ticket Closed Email Template.
There is also a shortcut to this template in the Survey Settings area for you.
You must set a global percentage of tickets to generate the survey link in the closure email template(s), ranging from 0 (Default - no survey sent at all) to 100 (every single ticket email generates the survey link).
Click Set Percentage of Tickets to Survey to choose a percentage, and hit OK to apply this to all Areas/Clients.
You can also override this per area/client on the Advanced tab of the Client Details. In Tickets > By End User, right click and Edit Area/Client or find the Client Details button throughout the product.
Once you start closing tickets, the email links will start generating for your end-users, and will take them to the web interface to complete your survey. Remember to use the Reporting Suite to look at the results you receive!
Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.
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