Satisfaction surveys
A satisfaction survey asks the person who raised a ticket how it went, once the ticket is solved. Outpost sends surveys automatically, and the results show your team where the desk is doing well and which tickets need a second look. This page explains when a survey is sent, what the requester sees, and how to read the results.
When a survey is sent
Section titled “When a survey is sent”When a ticket’s status changes to Solved, Outpost emails the requester a link to a survey.
- One survey per solve. Saving a solved ticket again sends nothing. If a ticket is reopened and solved again while its survey is unanswered, no second survey is sent, even after the first link has expired. A ticket whose survey was answered gets another survey the next time it is solved.
- Verified requesters only. A ticket that shows Unverified requester gets no survey. See Tickets.
- The link works once, for 30 days. After it is answered or expires, it shows Survey closed.
The email names your organization and carries the full survey link. It is sent through your outgoing email provider. See Configure outgoing email.
What the requester sees
Section titled “What the requester sees”The survey page asks How did we do?. The requester chooses one to five stars and can add a comment in Anything you would like to add?. When they submit, the page says Thank you. They do not need to sign in.
On an endpoint, the tray app also asks How did we do on ticket followed by the ticket number. Selecting a star opens the survey in the browser. See Use the Outpost tray app.
Before you begin
Section titled “Before you begin”- Your plan must include the service desk: Enterprise or MSP. See Plans and limits.
- To read the results, you need
ticket:read. See Roles and permissions.
Read the results
Section titled “Read the results”- Select Tickets > Satisfaction. On the MSP plan, open the client first.
- Read the totals at the top: Responses, Surveys sent, Response rate, and Average score, and the Score spread below them. These cover every survey ever sent, and the filters do not change them.
- Read the responses in the table, with their Score, Comment, Ticket, and when they were Answered. The table opens on Needs a look, the one-star and two-star responses. Choose Last 30 days or Five star for others.
- To find the response for one ticket, enter its reference in the search box. The search matches the ticket reference only, not the words in comments.
Select a ticket in the table to open it and follow up.
If something goes wrong
Section titled “If something goes wrong”| Symptom | Cause | Fix |
|---|---|---|
| A solved ticket sent no survey | The requester is unverified, or a survey for this solve was already sent. | Check the ticket for Unverified requester. |
| Requesters say the link shows Survey closed | The survey was already answered, or more than 30 days have passed. | Nothing to fix. A survey works once. |
| No surveys are arriving at all | Outgoing email is not working. | Send a test from Settings > Email. See Configure outgoing email. |
Next steps
Section titled “Next steps”Content is licensed CC BY 4.0. Code samples are MIT. Outpost and the Outpost mark are trademarks of Outpost Business Solutions, PBC and are not covered by either license.