The CIO wants us to use the Satisfaction Survey on every ticket that is opened to get a good feel of how our Customer Service is doing with the new ticketing system. What he doesn't want is for everyone to be able to read and see these comments. He would like to have just a select group view these. Is this possible?
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Anyone who is a ticket owner on that queue or is the current submitter can see the comments. Also if you have your queue configured for all admin access then any admin logging into the admin portal can see it.

I suppose it would be a good enhancement request to have a field that is only visible by the submitter. If this were an option then you could report on the data but ticket owners could not see it directly in the ticket. Please open a support ticket to log your ticket against it if your interested
Answered 02/02/2011 by: GillySpy
Seventh Degree Black Belt

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Alternatively I've pointed users to an external survey system like surveymonkey.com. There you can customize the questionaire, and the allowed viewers.
Answered 02/02/2011 by: cblake
Red Belt

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Can you export Ticket #'s and other information from the helpdesk ticket to the external survey system?

ORIGINAL: cblake

Alternatively I've pointed users to an external survey system like surveymonkey.com. There you can customize the questionaire, and the allowed viewers.
Answered 04/27/2011 by: dyehardfan
Second Degree Blue Belt

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Something like:

Your ticket $ticket_title has been closed and we are interested in your feedback regarding your overall satisfaction with our handling of the issue.

Please visit the help desk at http://www.someurl.com/satisfactionsruvey/blahblah&tickt=[$ticket_number] and submit your rating and comments.

Thank you for taking the time to improve our services to you and other users.


We could then use our own custom survey to parse the ticket number and put it in the proper field on our survey form.

ORIGINAL: dyehardfan

Can you export Ticket #'s and other information from the helpdesk ticket to the external survey system?

ORIGINAL: cblake

Alternatively I've pointed users to an external survey system like surveymonkey.com. There you can customize the questionaire, and the allowed viewers.

Answered 04/27/2011 by: dyehardfan
Second Degree Blue Belt

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Since SurveyMonkey surveys accessed via weblink are anonomous there's no value in piping data into the email.

Survey information without any context about which ticket it applies to is not very valuable, so I've been trying to figure out a way to link some ticket variable with a survey. My current idea is to create multiple identical surveys each with a different URL. Then I'd send a ticket closed email to the submitter containing a survey URL which is related to the ticket owner. At this point I'm stuck as to how to do this since it appears each Queue has only a single email template for this purpose.

Can anyone offer a suggestion on how to accomplish this or some other method to relate some ticket identifier to an external survey?
Answered 08/30/2011 by: depoteet
Orange Belt

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A custom ticket rule based on owner, defined to send an email could do the trick- there are several similar (and at least one recent) example of this sort of query in this forum. Not exactly the same, but similar concept:
http://itninja.com/question/running-a-script-on-target-machines8
Answered 08/30/2011 by: cblake
Red Belt

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Chris,

Thanks for getting me moving in the right direction. I've been able to create the ticket rules I need, but I'm stuck on one small point. In the email that is sent to the submitter I'd like to reference the ticket number. I understand that for a variable to be available to stick into the email the ticket number must be in the query, but I can't see how to accomplish that.

Do you have another kick in the pants for me?

Thanks
Answered 08/31/2011 by: depoteet
Orange Belt

  • Have you gotten anywhere with this? I have a similar (nearly exact) situation and need..
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