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Ticket Feedback Surveys

Suite

Customer Experience

Product

Qualtrics

What's on this page

Attention: This feature is not included in every license. Please contact Account Services if you are interested in getting access to this feature.

Attention: Ticket Feedback surveys aren’t compatible with the Qualtrics XM app.

About Ticket Feedback Surveys

When building your ticket task, including a follow-up survey allows ticket owners to provide additional information directly from the ticket. This feedback can help assess the root causes for poor CSAT and NPS scores. Once built, follow-up surveys can be reused across different ticket creation tasks.

Ticket feedback surveys are only available if you have the tickets feature in your organization. Ticket feedback surveys are compatible with the new survey taking experience.

Ticket feedback surveys do not count towards your license’s interaction limits.

Qtip: Ticket feedback surveys are a more advanced version of Follow-Up details that provide more flexibility in how you receive follow-up information. Existing ticket tasks with follow-up details cannot be updated in order to use ticket feedback surveys. To use ticket feedback surveys, rebuild ticket tasks with the ticket feedback survey enabled.

Attention: Ticket feedback surveys can not be used to create a Ticket Event. To update a ticket based on data from a ticket feedback survey, use workflows to create an Update Ticket task or Web Service task.

Creating a Ticket with a Ticket Feedback Survey

Qtip: For more information on creating and working with workflows, see Workflows Basic Overview.

Navigate to the Workflows tab of your project.

Click Create a workflow.

Select Started when an event is received.

Select which event will start your workflow. More information can be found on the event-based workflows support page. Usually, this will be a survey response event.

If desired, click the plus sign ( + ) to add Conditions to your workflow, which determine when your workflow runs. See the linked page for more information.

Click the plus sign ( + ) and select Add a task.

Select Tickets.

Complete the Priority, Ticket Name, and Owner fields. If desired, select a Ticket Group. For more information on setting up a ticket task, visit the Tickets Task support page.

If desired, set up the Ticket Summary or Ticket Data information.

Select the checkbox next to Use Qualtrics survey editor to create follow-up questions.

Follow up details information in ticket task

Qtip: If you would rather create follow-up questions directly in the ticket task, leave this box unchecked and select Add question. Once you add questions to the task, you cannot add a ticket feedback survey in the future. For more information, see Tickets Task.

Select an existing survey from the dropdown, or create a new one . To remove a selected survey, click the minus sign ( – ) to the right of the dropdown.

Qtip: Surveys must have the “Ticket Feedback” project type and be published in order to be included in the dropdown.

To make the follow-up survey not required, select the checkbox next to Allow user to close a ticket without completing Follow-Up Details

Add any relevant root causes for your team to select from.

If you’d like your team to see the customers’ feedback, click the checkbox next to Allow users to view the full record.

Click Save.

Creating a Ticket Feedback Survey

A follow-up survey works similarly to other survey projects except they have a different project type, which is Ticket Feedback. While these project types can be viewed, edited, and deleted in the projects tab, they must be created in the Ticket Task.

Complete steps 1 through 10 of the Creating a Ticket with a Ticket Feedback Survey section.

Select Create new.

Enter a name for your ticket feedback survey.

Click Create.

Click Edit survey.

Create the follow-up survey. See Survey Basic Overview for more information, tips, and guidance.

Qtip: Ticket feedback surveys only contain the Survey, Workflows, and Results tabs.

Once completed, click Publish to publish your survey.

Qtip: Follow-up surveys must be published in order to be available in tickets.

Using Ticket Feedback Surveys

Once your ticket task workflow has been triggered, tickets will be created and assigned to the relevant ticket owner. The ticket owner can view their tickets in the Follow-Up page.

Select Tickets from the global navigation.

Click on the ticket assigned to you.

Complete the ticket feedback survey, which will appear on the right side of your ticket.

Qtip: Ticket owners can respond to a follow-up survey multiple times until the ticket is set to Closed. Once closed, the follow-up survey cannot be edited without re-opening the ticket. Taking the survey multiple times will generate new survey responses, it won’t update the original response.

Click Follow up to open and close the follow-up questions side pane.

Qtip: Since there is no Data & Analysis tab in the ticket survey, you cannot view or delete individual responses. Instead, the responses to the ticket survey can be used to create ticket datasets.

Using Ticket Feedback Survey Data

If you want, you can always report on ticket feedback surveys on their own. However, this data doesn’t by default include information about your tickets or the surveys that generated them. By default, ticket feedback surveys only contain responses to the follow up questions, plus 3 ticket data fields that can be passed in as embedded data (the ticket key, the ID of the source survey, and the response ID from the source survey). In order to bring in more enriching information for stakeholder reports, you’ll need to find ways to add this data in.

Below, we’ll show how to do one of the following:

Combine your ticket feedback survey with more ticket data.
Combine your ticket feedback survey with other survey data.

Regardless of your ultimate goal, you’ll first need to set up your survey flow.

Survey Flow Setup

Warning: In order to use the ticket feedback survey in the data modeler, the following steps must be completed before the survey is distributed.

Open your ticket feedback survey.

Navigate to the Survey Flow.

Click Add a New Element Here.

Select Embedded Data.

Add the fields: ticketKey, sourceSurveyId, sourceResponseId.

Click Apply.

Pulling in Additional Ticket Data

By default, the ticket feedback survey only contains ticketKey, sourceSurveyId, and sourceResponseId. However, you can pull in other ticket data in 2 different ways: by creating a data model, or by using an API call in the survey flow.

Creating a data model results in a dataset you can use in dashboards. Follow these steps to join ticket and survey data. In this case, you want to map the ticket feedback survey’s sourceResponseId and the ticket’s [Ticket Reporting: Survey Name]_ticketResponseId.

If you’re comfortable using API, you can embed a web service that pulls the ticket data into the survey. This makes data available in the ticket feedback surveys’ Workflows, Data, Reports, and Results tabs. It can also make it easier to combine the ticket feedback survey, ticket data, and primary survey all into one data model, if you choose to do so later on.

To pull in ticket data with API:

Open your ticket feedback survey’s survey flow.

Under you embedded data element, add a web service.

Use this web service to perform the Retrieve Ticket API.

Use Set Embedded Data to save ticket data to your survey responses.

See the linked API documentation for details on how to use this call.

Joining Ticket Feedback Data with a Survey

Create a Data Model.

Add these data sources, in the following order:

Add sources in data modeler then join them

Ticket reporting for the primary survey.
Qtip: Ensure that the followUpSurveyId and followUpResponseId fields are mapped.
Primary survey.
Ticket feedback survey.

Qtip: Depending on your use-case, you might want to include survey responses that are not tied to a ticket. To achieve this, make the survey the first data source before creating joins. For more information, see Understanding Left Outer Joins.

Click the plus sign ( + ) next to your first data source.

Select Join.

Underneath the Right dropdown, select your ticket feedback survey.

In the Left Column of the Join condition, select ticketResponseId.

In the Right Column of the Join condition, select sourceResponseId.

Click the plus sign ( + ) to add another join condition.

Underneath the Right dropdown, select the primary survey.

In the Left Column of the Join condition, select followUpResponseId.

In the Right Column of the Join condition, select _recordId.

Click the plus sign ( + ) next to the Join element.

Create an output dataset in the data modeler

Select Output Dataset.

Click Publish.

Qtip: You can use unions to combine different sets of ticket and survey data together in the data modeler before performing a join. For more information, see Unions (CX).

Qtip: For information on how to using your new dataset in CX Dashboards, see Combining Ticket & Survey Data in Dashboards (CX).

Editing a Ticket Feedback Survey

Follow-up surveys can be viewed, edited, and deleted in the projects tab. When you’re in the project list, remember that these surveys are the Ticket Feedback project type.

The ticket feedback survey project in the projects page

Alternatively, ticket feedback surveys can be edited while creating the ticket task. Click Edit survey after selecting the ticket feedback survey that you would like to update.

Exporting and Importing Ticket Feedback Surveys

Ticket feedback surveys can be exported as a QSF and imported into other accounts. Exporting to QSF is a useful tool to backup your ticket feedback survey or transfer a copy into another Qualtrics account. For more information, see Import & Export Surveys.

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