We open tickets that are for maintenance or procedural issues such as setting up a new user or changing a UPS that are not tied to or originated by an external customer or client.  Yet we still get satisfaction surveys for our own internal IT tickets.  It seems inappropriate to have help desk staff getting their own surveys and wondered how anyone else has handled this issue, since we know that you cannot turn the surveys off.

Answer Summary:
You can turn them off for the queue by changing its permissions to hidden for the Ticket Layout
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You can turn them off for the queue by changing its permissions to hidden for the Ticket Layout. it is a very simple survey and we just turned it off but most leave it on as it isn't overy bothersome from our experience. 

You also want to uncheck the 

Answered 05/06/2013 by: nshah
Red Belt

  • .... uncheck the ..... more info? Thanks for your help!
  • Thanks for the help! That works for us.
  • i have tried turning this to hidden in the ticket lay out but they are still getting out, is there another step that i am missing?
    • You have to BOTH turn off the email rule AND hid the survey. We turned off the email rule first, but found that you still got the survey if you clicked into the ticket as the user. Once we did both we were all set.
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I would move the internal requests to a separate queue that doesn't have the survey enabled. If you can't do that for some reason then you could also use a custom rule to send out the survey but don't have it sent to the categories that are used for internal tasks. 

The separate queue is probably your best solution, though.

Answered 05/07/2013 by: chucksteel
Red Belt

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