Survey Integration Settings

Admin > Service Desk > Survey Integration Settings

The Survey Integration Settings page maintains records that create customer survey links in email notifications. Settings include:

• The customer survey provider.
• The HTML layout presented to a user when he or she clicks a link in a notification email to take a survey.
• The mapping of customer survey responses to 'satisfaction scores' maintained internally within Vorex.

Configuration

In Vorex

1. Create a set of internal 'satisfaction scores' using the Admin > Service Desk > Internal Survey Scores page.
2. Create a Survey Integration Settings record.
   • Currently only Customer Thermometer survey integration records are supported.
   • Leave the Template Layout tab blank.
   • Click Save.
3. After the first save, a Survey Score Mappings tab displays.
   • The External Score column of values on this tab is fixed, and based on the customer survey provider selected for the integration record.
   • Map your Internal Survey Scores to the External Score values.
   • Click Save.

In Customer Thermometer

1. Watch a video that explains how to 'Embed 1-click icons inside your ticket notifications' provided by Customer Thermometer.
2. Generate Customer Thermometer feedback buttons and tracking links.
3. Copy the code in the 'HTML code for pasting' text box provided by Customer Thermometer.

In Vorex

1. Paste code from the 'HTML code for pasting' text box into the Template Content tab of your new integration record on this page.
2. Add the %CUSTOMER_SURVEY_Customer_Thermometer%] field placeholder to any email template you wish to use to display a survey link when an email notification based on that template is sent out.
3. Optionally configure a workflow notification to use the email template with the survey link. Otherwise you must remember to select the email template when sending email notifications manually.

Processing

Once a survey score is submitted:

• Workflows can use the mapped results to evaluate the Satisfaction Score submitted and trigger a subsequent update to the ticket. For example, if a ticket was closed and a customer was dissatisfied, the ticket could be re-opened.
• Opening a ticket shows the latest survey score submitted for the ticket on the Ticket View tab.
• A Survey History tab in the opened ticket shows the complete history of all survey scores submitted for the ticket.
• The results of survey scores can also be shown in reports.
• Visibility of survey score results can be controlled by a Customer Survey Scores permission in the Service Desk section of security roles.