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Tickets Task

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Attention: You are reading about a feature that is not currently available for all clients. If you’d like more information or to purchase access, talk to your Account Executive.

About Tickets Tasks

Ticketing is a way to assign ownership of a task to an individual or role so you can take quick action. Once you create a Tickets task, you can manage your tickets through the Follow-up page.

Qtip: If you want to assign a ticket to a team of people instead of just one person, you’ll want to set up a team first!

Setting Up the Tickets Task

Qtip: Want to save a template of your ticket task settings for reuse? Check out the Ticket Templates page.
  1. Follow the directions to create and set up conditions for your action.
  2. Click Add Task.
    Add Task button under Tasks step
  3. Select Tickets.
    choosing the tickets task
  4. Fill out the Priority. This can be either High, Medium, or Low.
    Priority, Ticket Name, Ticket Group, and Ticket Owner fields at the top
  5. Fill out the Ticket Name. Using the {a} dropdown, you can insert Piped Text that will change the Ticket Name based on the respondent. For example, you can insert a respondent’s name or their answer to a survey question.
  6. Assign an Owner. This can be a user or a team. You may need to type out the full name of the person or team before the option appears. See the Access Organization Address Book permission for more information on why this is.
    Qtip: After assigning a ticket owner, you will have the option to Notify this user or all users in the team via e-mail when a ticket is created.
    Checkbox to notify user via email
  7. If desired, set a Ticket Summary. You may use any information in the survey, such as the answers respondents provide on a survey, or the values of their Embedded Data.
    Defining a ticket summary or ticket data

    Qtip: These are highlights to help your ticket owners understand why the ticket needs to be actioned. For example, Score can be the CSAT a customer gave, and Comments can be the feedback they wrote.
  8. If desired, assign additional Ticket Data by clicking Add an additional field. See the Ticket Data section below for more information on dynamic uses of Ticket Data.
  9. If desired, add Follow-up Details to your ticket. These are additional questions that ticket owners can fill out on the ticket. See the section below on Follow-up Details for formatting these questions.
    Adding follow up detail questions

    Qtip: Select Force Response if ticket owners must answer this follow-up detail before closing out their ticket.
  10. If desired, assign Root Cause(s) by typing a cause and clicking Add. You can use these to search through your tickets later.
    Adding root cause creates a box with them listed inside and a link for advanced options below it

    Qtip: Root causes are options for the ticket owner. Later, when following up with a ticket, the user will have the option to select one of these root causes.
  11. If you’ve added root causes, you will have these additional options when you click Show Advanced Options:
    Advanced options expanded in gray box

    • A root cause is required for the following statuses: When configured, ticket owners will not be able to switch their tickets to the selected statuses unless they provide root causes. This can be especially helpful for statuses that track escalations or unresolved issues.
    • Prevent users from setting root cause for the following ticket statuses: This prevents ticket owners from selecting a root cause in cases where it might not make sense. For example, in a ticket that’s still open, there might not be any insight into the root cause of the issue yet.
  12. If desired, select Allow users to view full record. This adds all information recorded in the individual’s survey response onto the ticket.
    Attention: If there is a file upload question in the survey, the survey must be either owned by or Collaborated with you in order for you to view the uploaded files.
  13. Click Save.
Qtip: By default, ticket tasks do not create tickets for imported responses when paired with a Survey Response Event. However, you can create a condition for your task to fire when the response Status is equal to Imported. See this page for more information.

Follow-up Details

Adding Follow-up Details to your ticket task allows ticket owners to answer additional questions on the ticket. You may use Multiple Choice or Text Entry questions in your Follow-up Details.

When editing your ticket task, click Add Question in the Follow-up Details section and select which question type you’d like to use. The sections below explain how to manage each question type.

image of the follow up details section of a ticket task

Text Entry

Once a Text Entry question has been added to your Follow-up Details, you can edit the following fields. Note that these fields can be edited in any order.
Image showing the text entry question editor

  1. Click on the question text to edit it.
  2. If desired, enable Force Response.

Multiple Choice

Once a Multiple Choice question has been added to your Follow-up Details, you can edit the following fields. Note that these fields can be edited in any order.
Image of the multiple choice question editor

  1. Click on the question text to edit it.
  2. Click on individual answer choices to edit the choice.
  3. If desired, click Add Choice to add additional choices.
  4. If desired, enable Force Response.

Managing Follow-Up Details

When editing your Follow-Up Details, you can delete a question or any question choice by clicking the minus ( ) button next to the question text.
Image showing how to delete questions and choices

Additional questions can be added by clicking the Add Question button below your existing question(s).

Image showing how to add additional questions

Using Ticket Data

When you are setting up a ticketing task, you are allowed to add additional information to the ticket called Ticket Data. These fields can be customized however you like, pulling in survey responses, Embedded Data values, and much more.

However, this feature is not just for adding additional information to a ticket. You can also use Ticket Data to assign tickets simultaneously to an individual and a team (rather than just one or the other) and to link similar responses together for quick access on your tickets.

Managing Ticket Data

After you create your ticket data, you can change the order that ticket data appears on a ticket, hide certain fields so they don’t appear to the ticket owner, or remove the ticket data altogether.

Options to remove or hide Ticket Data

  1. Click the eye icon to hide ticket data. This means the ticket owner won’t see it.
  2. Click the icon and drag to change the order in which your ticket data appears.
  3. Click the minus sign (  ) to remove that ticket data.
  4. Click Add an additional field to add more ticket data.

Reordering Ticket Data

When a ticket is created, Ticket Data is displayed in two columns of data.

In the Ticket Data section, ticket data shows up in multiple columns.

When you reorder Ticket Data during ticket creation, use this table to understand what it’ll look like on the final ticket:

 Field #1 Data  Field #2 Data
Field #3 Data Field #4 Data
Field #5 Data Field #6 Data
Field #7 Data Field #8 Data
Field #9 Data Field #10 Data

The same fields in the table ordered in a ticket being created

Editing Ticket Data Fields

You can change these details even after your tickets are created. Just go back to your Actions tab and click the ticket task to edit your ticket data. However, be careful: certain edits to ticket data may have unexpected consequences for tickets. Below we walk through the different edits you can take on ticket data fields.

  • Renaming fields will remove all associated data for that field across all tickets created with that task. However, reverting the field name back to the old name or adding in a new field with the old name will restore the removed data.
    Example: Let’s say you have a field called Client that’s mapped to a contact list field. If you change the field name to be Customer, all data for the field will disappear across all tickets that were generated from the ticket task. Renaming the field back to Client will restore the data.
  • Changing the mapped value for a ticket field will only affect future tickets. This change is not retroactive and will not change the values for tickets that have already been created.
    Example: Let’s say you have a field called Phone that’s mapped to a contact list field. If you change the field so it is now mapped to a survey question, the data on your previously generated tickets will not change. Only newly created tickets after the change will have the updated value.

Dynamic Ticket Assignment

Tickets are usually assigned to just one user or team at a time. However, it is possible to assign tickets to users or teams based on Embedded Data that you set in the Survey Flow. This way, you can build a series of dynamic conditions in the Survey Flow off which you assign tickets.

  1. In the Survey tab, navigate to the Survey Flow.
    Survey Flow option
  2. Click Add a New Element Here and select Embedded Data.
    Embedded Data button in Add a New Element Here menu
  3. Add Embedded Data fields for the team being assigned the ticket and the single user being assigned the ticket. These can be named whatever you want. The example here is “Manager” and “Team.”
    Embedded Data name on the left and value on the right
  4. Assign values to the fields. For a team Embedded Data, the value must be the name of the team. For a single user Embedded Data, the value must be the username of the Qualtrics account.
    Qtip: This Embedded Data field will need to match the spelling, capitalization, and punctuation of the username or team exactly! Note that an individual’s username is not always their email. Make sure you have the proper username.
  5. Click Save Flow.
  6. Navigate to the Actions tab.
    Actions Tab and Add Task button
  7. Follow the directions to create an action and set up its conditions.
  8. Click Add Task and select Tickets.
    selecting the tickets task
  9. Assign an Owner. This owner will be the default backup in case the user cannot be assigned through the Embedded Data.
    Owner section in Create New Ticket Task menu
  10. Click Add data to this ticketAdd data to this ticket option
  11. Type out Q_TicketTeam in the field.
  12. Click Add data to this ticket.
  13. Type out Q_TicketOwner in the field.
  14. Click Set Value and select Embedded Data Field.
    Set Value dropdown in Ticket Data section
  15. Type in the name of the Embedded Data you created in your Survey Flow. Spelling, capitalization, and punctuation must match. Make sure this is the Embedded Data that corresponds to the ticket data – eg, for Q_TicketTeam, you want to type the name of your Embedded Data named Team.
    Add Embedded Data Field menu
  16. Click Save.
  17. Add any additional details or settings you’d like to the ticket.
    Modify Ticket Task menu
  18. When you’re done, click Save.
Attention: If a ticket is dynamically assigned to a user without access to ticketing, the ticket will be assigned to the default owner selected in step 9.

Dynamically Linking Responses

You can use Ticket Data to link related responses together. After more than one response triggers a ticket with the same Related Response Field and Value, you will be able to view these related responses on the Follow-Up page.

Attention: Dynamic linking will work with responses that have been recorded on the same survey. You cannot dynamically link across surveys.
  1. In the Survey tab, navigate to the Survey Flow.
    Survey Flow option
  2. Click Add a New Element Here and select Embedded Data.
    Embedded Data button in Add a new element here menu
  3. Add a single Embedded Data field for the content you want to link tickets together with. This can be a name, an email, an External Data Reference, an ID number, or whatever content you want to link tickets by.
    Embedded data name on left and value on right
  4. Click Add a New Element Here and select Embedded Data again.
  5. Add an Embedded Data field named Q_RelatedResponseField. Set it equal to the name of your Embedded Data field from step 3.
    Q_RelatedResponseField and Q_RelatedResponseFieldValue
  6. Add an Embedded Data field named Q_RelatedResponseFieldValue. Set it equal to the value of the Embedded Data from step 3. This can be a typed value or Piped Text.
    Qtip: You can use branch logic to create a dynamically changing value. For example, in the screenshot below, the way respondents answer a question changes the value of the Name field.
    Example Survey Flow using Branch Logic
  7. Click Save Flow.
  8. Navigate to the Actions tab.
    Actions Tab and Add Task button
  9. Follow the directions to create an action and set up its conditions.
  10. Click Add Task and select Tickets.
    Tickets option
  11. Click Add data to this ticket.
    Add data to this ticket option in Create New Ticket Task menu
  12. Type out Q_RelatedResponseField in the field.
    Enter Q_RelatedResponseField in Ticket Data section
  13. Click Set Value and select Embedded Data Field.
  14. Type in Q_RelatedResponseField and click Save. Type Q_RelatedResponseField in Add Embedded Data Field menu
  15. Click Add an additional field.
  16. Type out Q_RelatedResponseFieldValue in the field.
    Add Additional Field and name it Q_RelatedResponseFieldValue
  17. Click Set Value and select Embedded Data Field.
  18. Type in Q_RelatedResponseFieldValue and click Save.
    Type Q_RelatedResponseFieldValue in Add Embedded Data Field menu
  19. Add any additional details or settings you’d like to the ticket.
    Modify Ticket Task menu
  20. When you’re done, click Save.

When tickets are created through this action, then the tickets with matching Q_RelatedResponseField and Q_RelatedResponseFieldValue Ticket Data will be linked. To see this, navigate to your Follow-Up Page.

View All Tickets option in Projects Page

Click to expand the ticket you wish to view related responses for, and click Show Full Record.

Show Full Record option within Expanded ticket

Click Show Related Responses.

Show related responses option in Full Record menu

You will now be able to click to expand all responses related to this ticket.

Expanded record

Qtip: Related responses can only be linked amongst active tickets. Any ticket that is closed will no longer show related responses. It is also important to note that, while tickets generated by test responses can be listed under Show Related Responses, a preview response or a real response must be recorded in the survey before a record of these responses will appear.

Default Follow-Up Email Address

You have the option to set a default email address to contact when you click Send Email on a ticket. You can even make this email address dynamic, changing based on what a respondent says in the survey.

  1. Go to your Tickets Task.
    Actions tab
  2. Click Add an additional field.
    Ticket creation window
  3. Name the Ticket Data Email.
  4. Depending on how the survey was sent, do one of the following:
    • Use the dropdowns to set the value of the Ticket Data equal to the Panel Field called Recipient Email.
    • Use the dropdowns to set the value of the Ticket Data equal to the Survey Question where you ask for the respondent’s email address.
  5. Save your ticket.
  6. Now, the appropriate email will prepopulate when you click Send Email on a ticket.
    To email field in a follow up email in the follow up page