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How to set up a survey form for automatic dispatch

In FocalScope you can set up HTML-based survey forms and automatically dispatch them to customers / clients once their ticket is closed. This article details how survey forms are created, survey groups are configured, and completed survey forms are automatically dispatched.

Tutorial

Creating a survey form

Survey forms need to be in HTML and stored in FocalScope's Survey System. Do as follows to create a new survey form:

  1. In the [Main menu], select [Screen > Administration] 
  2. Click the [Advanced properties] tab
  3. Navigate to the [Survey system > Forms] folder
  4. In the right-hand pane, right-click and select [New] to create a new survey form
  5. In the [Custom Form] window, give the survey form a suitable [Name]
  6. Design the survey form by dragging some of the precompiled elements to the editor box
  7. Continued in next section...


Figure 1 - Creating a new survey form

  1. Optionally, click the [Source] button to view and edit the raw HTML code of the survey form
  2. Optionally, click on the [Style] section to expand the CSS code box. CSS can be used to style survey forms in ways beyond those offered by the precompiled elements
  3. Click [Save] to save the survey form



Figure 2 - Coding and styling a survey form with HTML and CSS

Setting up a survey group

Survey forms need to be associated with a survey group before they can be used with other FocalScope features such as Autoresponders and Even Notifications. Do as follows to set up a survey group:

  1. In the [Main menu], select [Screen > Administration] 
  2. Click the [Advanced properties] tab
  3. Navigate to the [Survey system] folder
  4. In the right-hand pane, right-click and select [Add]
  5. In the [Survey Group] window, click the [Properties] tab
  6. Fill in a [Name] and [Description] for the survey group and tick the [Enabled] flag
  7. Continued in next section...


Figure 3 - Configuring survey group properties

  1. Click the [Survey forms] tab
  2. In the blank pane under the tabs, right-click and select [New]
  3. In the [Survey Forms] window, specify the [Name], [Questionnaire] (select the survey form you created), and the [Form Type] depending on the type of survey you created
  4. Click [Save] to add the survey form to the survey group
  5. Continued in next section...

Figure 4 - Configuring the survey group survey forms

  1. Click the [Alerts] tab
  2. In the blank pane under the tabs, right-click and select [New]
  3. In the [Survey Alerts] window, specify the
    1. Form field - the score range associated with a particular question in the survey form
    2. Condition -  triggers when the score set by the customer meets the setting. Options: Lesser, Equal, or Greater
    3. Value - the numeric value of the score entered by the customer that will trigger according to the set condition. This number depends on the score range set in the survey form, but is usually 1 (negative) to 10 (positive)
    4. Alert template - the alert template (Standard Response) destined for a particular group or individual to be notified when the survey alert is triggered
  4. Click [Save] to add the alert to the survey group
  5. Add more survey alerts as required
  6. Continued in next section...


Figure 5 - Configuring survey group alerts

  1. Click the [Deploy] tab
  2. To directly deploy the survey group's survey forms to system folders, click the [Start configuration wizard] button and follow the instructions
  3. If you need to test the survey form, embed a link to it in a Standard Response, or add a link to the survey to your website, expand the [Generate link to deploy to a web site] section
    1. Set the [Link options]:
      1. Reference group by ID / name - changes the URL to display either the ID or name for the survey group
      2. Append %TICKET NO% placeholder - ticking this flag will automatically include the ticket number of any tickets that triggered the dispatch of the survey form
    2. The [Link code] for the survey form can now be copied and tested in a browser or added to a Standard Response that will link a customer to the survey form
  4. Click [Save] to save the survey group configuration



Figure 6 - Deploying survey forms

Additional Information



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