OneDesk’s customer success surveys allow you to assess your customer support team’s level of support. These surveys are sent out by email to the customer once a ticket has been closed. The customer can then rate the service as negative or positive and leave a comment about their experience.

survey

You will be able to activate customer satisfaction surveys on an item-level. That means for every item type you have enabled, you can create an automation that sends out an email survey for your customers to review the support they received. All users who were assigned to provide support on that item will receive the given rating.

Note: If you have been an existing OneDesk user as of April 25th, you will have to activate the survey manually. Please see the steps below. New users of OneDesk who sign up on April 26th and later will have surveys automatically activated.

How to Activate Surveys for All Tickets

There are three parts to activating surveys on tickets.

PART 1: Create a Custom Field

Step 1: Click the More Applications icon on the bottom left side of the OneDesk application.
more applications

Step 2: Click the cog icon to navigate to the administration section.
admin settings

Step 3: Click Tickets.
select tickets

Step 4: Under ‘Custom Fields’, click Create Custom Field.
create custom field

Step 5: In the ‘Name’ field, type ‘survey sent’.

Step 6: From the ‘Type’ dropdown, select choice.
select choice

Step 7: Select Tickets from the drop-down.
select tickets

Step 8: In the table, click on the text field that says ‘type your option and hit enter’. Type ‘yes’ and hit enter. Type ‘no’ and hit enter.
input choices

Step 9: Click Create.

PART 2: Create an Email Template

Step 1: Click the More Applications icon on the bottom left side of the OneDesk application.
more applications

Step 2: Click the cog icon to navigate to the administration section.
admin settings

Step 3: Click Emails.
Emails

Step 4: Under ‘Automated Emails’, click Create Email Template.
create email template

Step 5: Enter the following:

Email Subject: ${item.type} #${item.id} – Tell us about your experience with ${item.organizationName}
Body: Hi ${item.recentRequester}
We recently resolved your ${item.type} — and we’d love to hear about your experience. Please give us your opinion of our support, to help us ensure you receive the best support possible.
${item.type} ${item.id} – ${item.name}
How do you rate the quality of the support received?
${item.requesterSatisfactionSurveyURL}
The ${item.organizationName} Team

Note: You can change the template, but ensure you keep the ${item.requesterSatisfactionSurveyURL}, which contains the survey block.
satisfaction survey url

Step 6: Click Create.

PART 3: Create the Automation

Step 1: Click Tickets.
click tickets

Step 2: Under ‘Workflow Automations’, click Create Workflow Automation.
create workflow automation

Step 3: Click any item types and select any tickets type.
select any tickets type

Step 4: Click the + iconicon next to any tickets type and add the following filter: lifecycle state + is + finished. Click Apply.
lifecycle state is finished

Step 5: Click the + iconicon next to lifecycle state is finished and add the following filter: survey sent + is not + yes.
survey sent is not yes

Step 6: Click undergo trigger condition and select: schedule job + every day. Click Apply.
select schedule job + every day

Step 7: Click actions taken and select: send email template + the survey email template + recent requester. Click Apply.
select send email template + the survey email template + recent requester

Step 8: Click the + iconicon next to send email… and select: change custom field + survey sent + yes. Click Apply.
select: change custom field + survey sent + yes

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