Upgrade your satisfaction survey experience and add emojis!

Hi SysMates, 

Ziarot (aka Z) here from the customer success team, had a conversation with the awesome @jsidoti following this post and thought I would share the steps with everybody as well!

So… when a ticket is closed and the auto notification is sent out you can add a satisfaction survey to help you track your team's activity and identify learning moments. Adding emojis to your survey is a quick and intuitive way to get your end-users to reply and share a bit more.

So the steps to add emojis are quick and simple: 

1. If you don’t have a question ready you will need to create a survey question:

Go to: Settings > Customize > Service Request Survey > Create New > populate the fields marked in the screenshot and don’t forget to hit OK!

2. Add “if statement” for status SR closed tickets in the email notification, Go to: 

Settings > Customize > Notifications > Edit Notification #5 (default request user notification) 

here is an example of the syntax needed: 

#elseif( ${Status}=="Closed" ) Your service request #${ID} has been closed. We hope that you are satisfied with the service provided to you.
#end

3. Follow these steps to Insert an emoji survey 

*if you already have a survey link implemented you will need to remove it and add the emoji survey instead.

Let see how it will look from the request user side:

In the body of the email:

Once they click on a smiley it will open a new browser window:

Request user can then add free text or simply click Submit to share the emoji ranking.

Note: Their reply will only be recorded once they hit submit

Then request user receive a confirmation on the submission in the browser window:

That’s IT, let us know how it goes for you,

Cheers,