Satisfaction Survey

A satisfaction survey is triggered when the ticket status is set to Closed and the triggering delay is elapsed. This triggering delay is parameterized at entity level (see Delegate administration at entity level).

The automatic task that triggers the survey must be activated.

When ticket is closed, a notification that includes a link to the satisfaction survey can be sent to the requester. The requester will also have access to the survey from the ticket form in tab Satisfaction.

The requester can then select the satisfaction level (from 0 to 10 depending on the desired configuration, given as stars) about the ticket solution. A comment can also be added.

Statistics on surveys are available in statistics.

• The requester can change the answer to the satisfaction survey within a delay of 12 hours after first answer

• A notification can be sent when satisfaction survey is generated, but also on each answer to this survey

Example of a satisfaction survey

Configuring the satisfaction survey (tickets or changes):

Configure your satisfaction surey

Go to Administration > Entity > My_Entity > Assistance > Configuring the satisfaction survey: Tickets (or changes as required):

• Configuring the satisfaction survey: External or internal (if external, a URL field will appear to indicate the URL of the survey);

• Create survey after: Send an email after the ticket has been solved (as soon as possible to 90 days);

• Rate to trigger survey: Disabled to 100%;

• Duration of survey: Length of time the survey will be active (unspecified to 100 days);

• Max rate: Maximum score allowed (1 to 10);

• Default rate: Default number entered when receiving the survey;

• Comment required if score is <= to: 1 to 10;

• For tickets closed after: Indicate a date to start sending surveys;

Survey can be internal (GLPI satisfaction form) or delegated to a third-party tool. For each entity, the survey date can be defined (delay after ticket closure) as well as to be generated survey rate. In order to avoid that old tickets are taken into account when activating survey, a field For Tickets Closed After contains the activation date to know which tickets must be taken into account. Indeed, if survey are reactivated after a deactivation time, this field must be set to exclude old tickets. For external survey, the URL of the survey can be generated automatically using tags defined below.

List of available tags for survey URL:

TAG	Name
[TICKET_ID]	Ticket id
[TICKET_NAME]	Ticket name
[TICKET_CREATEDATE]	Ticket creation date
[TICKET_SOLVEDATE]	Ticket resolution date
[TICKET_PRIORITY]	Ticket priority ID
[TICKET_PRIORITYNAME]	Ticket name priority
[ITILCATEGORY]	Category ITIL ID
[ITILCATEGORY_NAME]	Category ITIL name
[SOLUTIONTYPE_ID]	Solution type id
[SOLUTIONTYPE_NAME]	Solution name
[REQUESTTYPE_ID]	Request source id
[REQUESTTYPE_NAME]	Request source name (phone, help desk...)
[TICKETTYPE_ID]	Ticket type
[TICKETTYPE_NAME]	Ticket type name (incident management or service request)
[SLA_TTO_ID]	TTO ID (Time To Own)
[SLA_TTO_NAME]	TTO name (Time To Own)
[SLA_TTR_ID]	TTR ID (Time To Resolve)
[SLA_TTR_NAME]	TTR name (Time To Resolve)
[SLALEVEL_ID]	SLA level ID
[SLALEVEL_NAME]	Name of SLA level

Another tab also allows you to view satisfaction surveys for changes, including the same options as for tickets.