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  • 1.  Satisfaction Survey Link - direct

    Posted Apr 08, 2015 06:16 AM

    Hi,

    We are running Service Desk 7.5 and i would like to change the Satisfaction Survey email to contain a link direct to the survey page and not the incident review page. I have read a few artilces but theya re all for 7.1 - inlcuding this one: https://www-secure.symantec.com/connect/articles/how-go-straight-customer-survey

    After speacking to a consultant i was advised to edit the SD.CustomerSurvey workflow to add in a "Send Email" componant between the "Survey Response Task" created and the "Customer Responds to Survey" components. I have done this and it works - however I am still not able to add a vailable to take the user direct to the Survey Link. I cannot use the ${ReponsePageURL} variable in this email. After looking at the Advanced Text Creator for the email - there appears to be no URL options listed. I can add the Incident.ProcessId, Incident.IncidentName etc. but no URL to the survey.

    I get a lot of negative feed back from customers about not being able to easily get to the survey - this would greatly help me to get better feedback and offer a better service.

    Can anyone help me to get my survey form working correctly?

    Thanks



  • 2.  RE: Satisfaction Survey Link - direct
    Best Answer

    Posted Apr 08, 2015 09:01 AM

    ​What you should actually do is put the email inside the "Customer Responds to Survey" task. This will allow you to use the respond link in the email.

    First, open the task and go to the "Event Configuration" tab and click on the "Start Process" elipses. This model runs when before anything else in this component.

    StartProcess_Edit.png

    When you put in a "Send Email" component in here, you'll see you have access to a special variable called "Response Page Link". Drop that somewhere in the body of the email and that should do it (though you might want some additional content, too!)

    EmailResponseLink_Edit.png

    Now, you may be asking, what does that "ResponsePageLink" variable actually contain? The answer is that it will contain an html link to the survey task with whatever text you choose. By default, the text for the link will be "Take Survey", but you can change that on the "Interaction Setup" tab of the task component.

    RespondLinkName_Edit.png

    The only other thing to note is that if you have any other place (like process automation) that sends an email about the survey, then the email you insert into the workflow project itself may now be a duplicate and you don't want to spam your users.



  • 3.  RE: Satisfaction Survey Link - direct

    Posted Apr 09, 2015 04:24 AM

    Thanks Michael,

    This was exactly what i needed and it has worked perfectly.