Overview

Manage Surveys for your customers; Surveys are connected with the ticket types only, they can be created and sent to your customers to obtain basic or detailed feedback on their 'customer experience'. Sending surveys to your end users allows you to evaluate and improve your performance.

Surveys require the use of various functionality for it to work as a process; the following features must be configured: -

• The Process Permissions 'Send Survey' and 'Complete Survey' must be ticked in the relevant Ticket area

• Use Custom fields (Questions) / forms (Surveys) to create the survey

• Themes can be created or CSS and appearance can be configured in the Self Service Portal

• Email templates can be created for outgoing surveys with a link to the survey

• Use Business rules to send surveys

• The survey answers can only be accessed through reports

Please note: there is a separate article that describes how links to survey responses can be included as buttons in the email template: Quick Link Survey (you will need to log into the Vivantio Support Portal to access this article)

Guidance

Survey Permissions

Process Permission ‘Send Survey’ and ‘Complete Survey’ must be ticked in the relevant Ticket Area to be able to manage Surveys as an Administrator.

Survey Questions

Questions are created in the Survey Questions tab and then added to a Survey Form (identical to the Custom Field and Form process)

Survey

The Email Address you configure in the below highlighted box is the email address you wish for the survey results to be sent

Please note: this email may appear in Spam / Junk folders

For this to work, you will also need to include an 'Email Template'

Example:

Survey Theme

The Survey can be given a Theme using a Header, Footer and CSS in a Style Sheet. CSS and Appearance can also be created in the Self Service Portal Admin Area.

Survey Email Templates

Email Templates can be created in the External Email Templates Admin area for use with outgoing Surveys. Each template will contain a link to the Survey. This html link can be pasted into the survey email template -

Example: https://leannademo.selfservice.vivantio.com/Public/Survey/complete/{{additionaldata_surveyid}}

or use the html editor to create a link with this coding:

Survey Business Rules

In Trigger Rules, you can create a rule to send the Surveys. Example screenshot to the right says that any Ticket Numbers which end in a zero will receive a Survey

Survey - Send manually

If a Trigger Rule hasn't been created then Surveys can be sent manually from within the Ticket Record, select the Actions button on the top menu bar and Send Survey

Survey Reports

Survey results can only be accessed via Report Builder.