In this lesson we will cover:
– Survey Creation
– Adding Survey Custom Fields and Configuring a Field Group
– Adding the Survey link to the Ticket Closed email template
– Setting Percentage of Tickets to Send Surveys on
– Team-Level option to set whether Surveys are sent
– End-User Confirmation
Associated Admin Guide:
Configuring Surveys in HaloPSA will allow you to establish a Customer Satisfaction survey & capture precisely the information you are looking to track. Note that Surveys can only be sent when closing a Ticket. For a list of all settings along with detailed descriptions, check out the admin guides.
The process to follow when configuring Surveys is composed of 2 core components:
- Creating your survey form.
- Amending your survey text template (where you will provide a link to the survey).
Survey Form Creation
Throughout this guide you may notice dollar variables which include a hyphen, this is not the correct input, the dollar variables do not include hyphens, so it is important to ignore them when you are implementing surveys into your Halo.
Survey form creation follows a similar process to Ticket form creation. We will be creating a series of Custom Fields that build out our survey, then add those fields to relevant Ticket types.
Survey fields are added/amended via Configuration>Tickets>Surveys:
Fig 1. Adding Survey Custom Fields
The configuration of these fields follow the same logic as the creation of any other Custom Fields:
- Add your Field Name (Alphanumeric, no spaces)
- Add your Field Label (this is what the end-user will see)
- Set your Field Type (single/multiple select, checkbox etc..)
Fig 2. Survey Custom Field Configuration.
Once you have created your survey fields, you must then ensure that these fields have been added to the Ticket type(s) that you are tracking surveys on:
Fig 3. Survey Fields on Ticket Type
In the above example, I have created a Field Group titled 'Survey', added the Survey fields to the field group, then added the field group to the Ticket type.
The survey link can be configured by editing the text within the $-SATISFACTIONWEBLINKTEXT button (found within Configuration>Tickets>Surveys). I have configured it the following way:
Fig 4. The satisfactionweblinktext text
Where the hyperlink is set to $-SATISFACTION, which will point to the URL https://{yourhalodomain}/portal/survey?id={Ticket ID}&key={Unique Key}. This is where the user can fill out the survey.
Adding the Survey link to the Ticket Closed email template
Providing a link to the Survey for the end-user is composed of two steps:
- Configure the Survey text, including the link. This text configured here will be returned via adding $-SATISFACTION to the Ticket Closed email template.
- Add the $-SATISFACTIONWEBLINKTEXT, configured in step 1 to the email template.
Configuring the Survey text variable
In Fig 1, you will see the first option is a button titled '$-SatisfactionWebLinkText'. When you click into this button, you will be presented with the following screen:
Fig 5. Configuring the text returned when using '$-SatisfactionWebLinkText'
When the '$-SatisfactionWebLinkText' variable is added to the Ticket Closed email template, it will be replaced with the text you configure in Fig 4 (we will see this shortly). The link to the survey itself is added via using the $-satisfaction variable.
So, by adding $-SatisfactionWebLinkText to the Ticket Closed email template (Configuration>Email>Email Templates):
Fig 6. Adding '$-SatisfactionWebLinkText' to the Ticket Closed email template
We will find that, upon closing our Incident, the closure email looks like:
Fig 7. Closure Email
In Fig 4 I have just added the hyperlink from our list of rich text buttons, this means I can overlay the hyperlink with some text. Notice how '$-SatisfactionWebLinkText' in our Ticket Closed email template has been replaced with the contents displayed in Fig 4, and our '$-Satisfaction' variable has been replaced with a link to the Self-Service Portal, where the end-user can fill out the Survey.
When an end-user clicks this link, they will see the Survey fields created in the previous step:
Fig 8. Satisfaction Survey, from the end-user perspective.
The above survey contains the following custom fields:
- Satisfaction Level (CFSatisfactionLevel)
- How Did We Do? (CFHowDidWeDo)
- Would you Recommend this Agent? (CFRecommendAgent)
- We Resolved this Issue in a timely manner(CFFixedInTimelyManner)
Consideration Points
Now we have seen the basic setup of Surveys in HaloPSA, let's look at some areas of Configuration that you will need to be aware of as/when implementing this feature.
Configuring When Surveys Are Sent
The first point to note is that in Configuration>Tickets>Surveys, you have an option to establish a percent of Tickets to send Surveys on:
Fig 9. Setting Percentage of Tickets to Send Surveys on
You'll see the description of this field as per Fig 9 notes that this can also be set per Client. The per-client setting is in the Setting tab, under the 'Email Defaults' header:
Fig 10. Client-Level Percent of Tickets to Survey.
Team-Level Configuration
There is also an option within a Team to determine whether or not surveys are sent from Tickets closed, when the Ticket is assigned to the team in question:
Fig 11. Team-Level option to set whether Surveys are sent
For example, you may only be concerned with sending surveys when Tickets are closed by 1st line support (allowing you to track the progress of junior staff members), but not when 2nd line support close the Ticket (as your more senior engineers, you are less concerned with tracking their progress). This would be achieved via disabling the option mentioned in Fig 10 for 2nd line support (Configuration>Teams & Agents>Teams>2nd Line).
End-User Closure Confirmation
The above assumes that you have end-user closure confirmation disabled. when End-User Closure Confirmation is enabled (via Configuration>Tickets>General), we must make use of slightly different $_variables.
You will see the variables we need to work with via Configuration>Tickets>General:
Fig 12. $-Variables to consider when enabling End-User Closure Confirmation
The changes that need to be considered when enabling End-User Closure Confirmation are as follows:
- $-SatisfactionWebLinkText will need to be replaced with $-UserConfirmSatisfactionWebLinkText
- The $-UserConfirmSatisfactionWebLinkText will need to be configured, with the link to the survey now being '$-USERCONFIRMSATISFACTION' (whereas before it was $-Satisfaction)
Configuring $-UserConfirmSatisfactionWebLinkText is done via Config>Tickets>General (Fig 12), via clicking into the button underlined in Fig 12.
Fig 13. Configuring the text presented in $-UserConfirmSatisfactionWebLinkText
(Note how we are no longer using $-Satisfaction in this template, but using $-UserConfirmSatisfaction instead)
Then ensure your Ticket Closed email template uses $-UserConfirmSatisfactionWebLinkText (whereas before $-SatisfactionWebLinkText was used – Fig 5)
I have now enabled Closure Confirmation & replaced $-satisfactionWebLinkText with $-UserConfirmSatisfactionWebLinkText in my Ticket Closed email template, and now my closure email looks slightly different:
Fig 14. Ticket Closed email, when End-User Closure Confirmation is enabled
Notice the slight divergence in the emails between Fig 7 & Fig 14, reflecting the slight change in text seen between Fig 5 & Fig 13.
Now, when an end-user clicks the link, they will first be presented with a screen thanking them for confirming closure, then given the opportunity to fill out the Survey:
Fig 15. Self-Service Portal after end-user clicks link highlighted in fig 14.
After clicking 'Go to Survey', they will see a screen identical to Fig 8 (Granted the same custom fields have been used).
