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I’ve had some questions come my way surrounding the Satisfaction Survey module which I could not answer without first performing testing and/or reading relevant Support documentation.

I’m wondering if there’s anyone out there who has extensively used the Satisfaction Survey module and managed to work around any potential or perceived shortcomings or can offer some insight?

 

Firstly, can you indeed only have one active Survey?

As per (https://support.freshservice.com/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk) it sort of eludes to this:

Note:

  • The active survey will be attached with Ticket Resolution/Closure emails or Replies based on your configuration

 

If so, does that necessitate creating new surveys and deactivating the existing one in order to activate the new one if your organisation were to, for example, start putting the feelers out for new types of feedback?

 

What perhaps adds strength to this being a fact is that there is also only one placeholder option (correct me if I’m wrong):

 

Which means you can not reference individual Survey configurations within custom email templates.

you can have more than one active survey. It’s more the “active” one is the one that meets the criteria is the ticket. so you don’t want to have surveys with criteria where they would get two different suvrveys

Thank you @Roxwell.

Question: Do we know if, when using the Survey placeholder in custom Email notifications, that Freshservice will still honour the criteria for which Survey would need to be sent out to the recipient(s) (in the cases where you have multiple Surveys active)?

 

Yes, so it will pick the survey that the meets the criteria if you have multiples. The placeholder is generic. 

Thanks for taking the time to help me @Roxwell

I am curious if there is a way to add a link within the resolution email to a ‘survey’ that would allow the requester to voluntarily fill out a survey related to that ticket.  

We currently utilize a survey for every 5th ticket from a requester.  Just trying to see if there is an alternate avenue of gathering additional feedback aside from the survey email based upon the every 5th ticket. 

Thank you.

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