The Surveys feature allows districts to capture feedback on technician performance.
Trigger: Whenever a ticket is flagged for a survey, the recipient receives an email notification.
Desktop Visibility: An open survey request appears as a widget on the user’s Incident IQ desktop.
Ticket Visibility: Completed surveys are viewable on the ticket via the Survey Widget (bottom-right of the ticket page).
Permissions
The following permissions will allow users to perform the following actions:
Manage User Satisfaction Surveys: Reveal Survey in the left navigation (Admin>Surveys) and allow users to view, create, edit, deactivate, and delete User Satisfaction Surveys and view Survey Results on Tickets they can work on.
Creating Surveys
Navigation: Administrators and agents with the required permissions can create surveys by navigating to Administration > Surveys and selecting Create New Survey.
Configuration Fields:
Survey Name: Required; visible on the dashboard widget.
Intro: Optional; used to provide instructions or context to the user.
Active: Toggle to activate or deactivate the survey.
Auto-expire survey (days): Sets the duration in which a user must respond.
Send reminder after (days): Sets the timeframe for a secondary email reminder.
Adding Questions
By default, the "Service Rating" question is locked and mandatory. To add additional questions:
Click Add Question.
Enter the question text.
Use the Select a Question Type drop-down to choose between Rating or Text fields.
Set whether the question requires a response.
Save or Delete as needed.
Configuring Rules
You must apply rules to define which tickets trigger the survey:
Click Add Rule (Surveys remain inactive until a rule is set).
Click Add Filter to specify the target resolved tickets.
Determine if the survey targets the submitting user or the user the ticket was submitted on behalf of.
Note: Agents will never receive a survey for a ticket assigned to them.
Click Apply.
Managing Surveys (Edit, Delete, Deactivate)
Use the Options button on the right side of any survey listing to manage it.
Important: Deleting a survey is permanent and cannot be undone. Contact Incident IQ support if a deletion occurs in error.
Accessing Survey Statistics
To view response data:
Go to the specific survey's details page.
Select the Results tab.
Top section: Displays average marks and a breakdown of rating responses.
Bottom section: Lists tickets tied to the survey, including user text responses and filters.
Exporting Survey Results
Data can be exported via a New Custom View:
Navigate: Go to the Tickets tab > New View.
Filter by Workflow: In the View Designer, select Add Filter > Workflow filters > Ticket State > Closed.
Filter by Survey: Select Add Filter > Survey filters > Survey > [Select your survey] > Save Selection.
4. Add Columns: Select the following columns to ensure data inclusion:
Overall Survey Results (Star rating)
Detailed Survey Results (Comments and qualitative data)
5. Export: Select Save, then use the More option in the top right-hand corner to export the view to CSV.
CSV Format Note: Survey comments appear in the ‘Survey Results’ column; star ratings appear in the ‘Survey Overall’ column.
Requestor Access Methods
After a ticket is resolved, requestors can access surveys via:
Dashboard: A Ticket Satisfaction Survey section appears only if there is an open, active survey.
Ticket Details Page: Users can select Tell Us How We Did.
Email Notification: Contains a button linking directly to iiQ to complete the survey.