02/22/2019 312 views

Kace has a survey that automatically send after a ticket was close

I'd like to customize this kace survey. The stardard is rate 1 to 5, but i'd like to send this survey rate "like" or "don't like" and "Why?" How can I setup?

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Unfortunately this is not an area of the KACE appliance that you are able to change, I suggest you raise it as a suggestion in Uservoice

Answered 02/26/2019 by: Hobbsy
Red Belt


One way to get around this is to turn off the built-in survey and create your own survey, for example, google forms.

Change your blurb at the email on close tickets to include the link on what it is sent to your users, this has been working very well for us

we can fully customize what we need to ask, rates and comments from the users.

Answered 02/26/2019 by: horacior
Green Belt

  • Thanks, but how can I have the ticket number at google forms?
    • Our google form has a set of standard questions that its sent to every user once we close the ticket, the trick of how to identify what Ticket is this about it is included on the email, This is what we sent out:
      Email Subject:
      [$ticket_number] - Service Desk Survey

      Email Body:
      Hello $ticket_submitter_name,

      You recently requested assistance from our service desk. RE: "$ticket_title".

      We would appreciate it if you took a few minutes of your time to answer this anonymous survey to help us assess our operations and improve our services.

      Your response is greatly appreciated!
      You can access the survey by clicking on this link: "weblinkhere"

      Thank you very much!

      ** Please do not reply to this email ***

      You can set this under "Service Desk Queue Email Settings" then under "Email Events" select "Ticket Close".
      Once you have that, Click on "Customize emails" and look for the "Ticket Closed" template, that is where you will input something like my sample email above.

      I do also use HTML\Marcdonw codes to make look a little more professional, but that's just me.

      Hope this helps you!