This page describes how to create a survey, activate it, and see all surveys configured for a certain project.
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You start creating your survey with specifying how survey email should look like for your audience.
Fields description
| Field | Description | |||||
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| Survey Name | Give a name to your survey to differentiate from other surveys in the project. This is not visible for survey recipients or people working on the tickets. | |||||
| Email Subject | Enter an email subject that you want your end users to see in the survey email. | |||||
| Survey Email Include | You can customize your survey emails to include either a survey Rating form or to display a Web link to your survey form. This is how the Web link will look like in your email
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| Work With | Depending on how you want to shape your surveys you can choose to work with star rating or specify a yes/no question as the main survey question for the users. Please note that for the email Web link the Star rating in Survey form will be available starting next release (after 1.5). | |||||
| Recipient | Select the recipient for the survey. Note that the surveys won't be sent for unassigned tickets if the Assignee is selected. | |||||
| Email Body | Here you can design a body of your survey that the end user will receive. You can use the placeholder variables in order to personalize your email template. To add a placeholder variable just click it in a list of placeholders. The placeholder values wrapped by "$$" signs will be populated by the information submitted in the ticket that triggers the survey. The following placeholder variables are available:
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Use the Conditions tab to define the criteria that will trigger your surveys. On the Conditions tab you define how your surveys should be sent, whether they should be filtered, and what actions should be done based on survey activity.
| Field | Description | |
|---|---|---|
| 'Trigger Point' selection | ||
| Use this section to define whether to send survey for all tickets meeting trigger point conditions or only certain ones. |
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| Status change | Select a status that will trigger a survey. For instance, if you select "Done", then whenever the tickets in this project reach the "Done" stage, an email survey will be sent to the selected recipient. You can set different issue types separately. For instance, you can opt to only send surveys for the "Bug" issue type. | |
| JQL match | You can create a custom JQL query to serve as a trigger point for the survey. Then you can just select your saved filter for this option. For example, you can survey on the tickets that belong to a certain product component or filter out requests of a certain type only. | |
| 'Frequency' section | ||
| You can further filter the surveys sent based on the values in the certain fields. For example, you can ask for feedback for every major bug but for the minor ones - send surveys for only 10% of those. |
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| Send survey once per ticket | Here you can define whether you want to send a survey again if the ticket is reopened and then closed again. Sometimes it happens that a ticket is resolved, a recipient replies to the survey and then for some reason the ticket is reopened, someone works on it and resolves a ticket again. This might trigger a survey to be sent to a recipient again, and often this is exactly what the companies want (survey on how the service was provided this time) but sometimes companies wish not to overwhelm and exhaust their recipients with too many surveys. You can opt to only send a survey once per issue. | |
| Send surveys for all tickets | If you select this option, then surveys will be sent for all tickets in this project that meet the trigger conditions. | |
| Filter surveys by | You can filter your surveys even further. By default, the app draws on the Priority field but you can select another single select custom field. For example, you can:
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