How do you handle Surveys?

RT Users
1

Broad question - How are you doing your customer satisfaction surveys?

We have a link in the resolve template that takes the user to a Qualtrics survey that may vary per queue. The data about the requestor and queue are passed via parameters to the survey. Then when the survey is submitted, it hits a Google Group that acts as a notification method to people who are interested in the survey results, because Qualtrics is poor at doing that kind of notification.

At scale, it’s all unmaintainable and I have no oversight across all of the groups to ensure that it’s working. What are you all doing and how do you achieve it? Do you have a method that you’re happy with? Did you bake it into RT somehow?

2

Disclaimer: I’m not doing this.

Could you create a new ticket (via Scrip, API or webhook) for the survey results that is linked to ticket the survey is for? These survey tickets could be in different queues that the relevant people are in. This’d allow exporting the data to a CSV for further analysis, and then closing those “survey tickets” once processed.