What I see as the survey is basically section to rate from 1-5 and a comment section. Is that all survey has? if so, is it customizable? if not, can an external survey (i.e., monkeysurvey.com) be used and linked to KBOX?
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The built-in survey can only be enabled or disabled. No other customization is possible. You could always disable it and write your own custom ticket rule to send a link to an external survey to the submitter when a ticket is closed.
Answered 04/04/2011 by: airwolf
Tenth Degree Black Belt

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We use surveymonkey.com. We run a weekly report of closed tickets, and send a link to that report and the online survey to each ticket submitter with a closed ticket for the week.
Answered 04/04/2011 by: Jiddle
Orange Senior Belt

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You could right a custom rule that is sent on email close.

This email could have a link to surveymonkey or whatever your using to keep track of the help desk.

There's another article floating around here somewhere that suggest the same thing.
Answered 04/04/2011 by: dchristian
Red Belt

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Yes, like the idea to send link on closed email to submitter. Our problem though, end users call and or email us with issues,
therefore we as the SD Technologists are the submitters of tickets and obiviously we do not want closed email comming to ourselves if you know what I mean.
With that in mind, can KBOX redirect closed email to a custom field? say one that I can create...example 'Reported By'.
Answered 04/05/2011 by: alexramirez
Senior Yellow Belt

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Absolutely the KBOX can send an email based on the Custom field.

But wouldn't it just be easier to change the submitter to the person who called in the issue? :)

Remember as a helpdesk owner any field (including submitter can be changed).
Answered 04/05/2011 by: dchristian
Red Belt

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Yes, changing name on submitter was in mind and should work! although for reporting purposes, we do report on tickets created by SD Technologists.
So if we change submitter name, KBOX will recognize name as the submitter/creator of ticket as appose to the SD Technologist who was the actual creator....correct?
If so, would you suggest maybe creating a custom field for us SD Technologists? for example ' Tech/Operator Name' or 'Created By Tech Name'.
Answered 04/05/2011 by: alexramirez
Senior Yellow Belt

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That would definitely be one way to go.

From a rule / email / reporting standpoint this may be the easiest solution.
Answered 04/05/2011 by: dchristian
Red Belt

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