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Satisfaction survey request

Automating the Helpdesk

You can automatically email users a request to complete the Satisfaction Survey after their ticket has been resolved for a while.

In Tickets > Satisfaction, you can enable the automated survey and specify the time period you want between the ticket being resolved and the email being sent.


An escalation is used to send the survey request. After you have enabled the satisfaction survey, you will see the escalation in Tickets > Escalations, and you can edit the actions that run if you prefer.


When you enable or change satisfaction survey settings, the changes only apply to tickets that are created after the setting change.

You can view the results of the Satisfaction Surveys by going to Reports > Ticket Satisfaction or by viewing them on the ticket that they were completed on.

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First published: 23/03/2017

Last updated: Oct 30, 2017 by Paul Davies