Response Ticker Widget (CX)

About Response Ticker Widgets

The response ticker widget displays individual response information in a scrolling list. In addition, a numerical value from different fields can be displayed alongside textual information, such as an NPS or satisfaction score, for example.

Field Type Compatibility

The response ticker widget accepts multiple fields. Fields can be added under Content, Primary label, Secondary label, Date, and Ticker Value. For an overview of the different field types, read our page on Field Types & Widget Compatibility.

For the Content field, the only compatible field type is Open Text.

For the Primary label, the compatible field types are:

• Text Set
• Text Value
• Multi-Answer Text Set

For the Secondary label, the compatible field types are:

• Text Set
• Text Value
• Multi-Answer Text Set

For the Date, the only compatible field type is Date.

For the Ticker Value, the compatible field types are:

• Numeric Value
• Number Set

Only fields with the above types will be available when selecting data fields for each component of the response ticker widget.

Content

The content field is where you add open text fields, such as customer verbatims and feedback. You can add multiple fields here.

When only one field is added, the name of the field will appear in the upper-left of the widget.

If you select multiple content fields, each response will show all content fields, with the field name displayed above in order to differentiate which response is which.

You can easily edit how content is labeled from inside the widget editing pane. Look for the fields “Content label 1,” “Content label 2,” and so on, as pictured in the screenshot above.

Hiding Content Field Names

Select Remove content labels if you want to remove them from the widget altogether.

If you selected more than one content field, content will be separated by only a line break. If one of the fields was left blank, it will say “N/A.” If you do not like how this looks, you can always try using the default field selector.

Use Default Field Selector

If you’ve added multiple content fields to your response ticker widget, you may want to choose a field to display as default, and just make the rest available for selection from a dropdown. Select Use default field selector to create a dropdown on your widget that users can adjust when you have multiple content fields.

Scroll back up and use the Default Content field to determine which field is selected by default.

Hiding Responses with No Content

Selecting Show responses with no content will display all responses, including those that do not contain data for your chosen content. Deselect this option to hide empty responses.

Ticker Value

In addition to selecting a field for the ticker value, there are two other customization options in this section.

Ticker value label: By default, if you hover over the ticker value, you can see what the number represents. Here is where you change the label for that value.

Upper, Middle, and Lower Threshold: Adjust how the color changes for each ticker value by setting a range. You can use the plus ( + ) and minus ( – ) signs to manually adjust the values in the range, or you can type directly in the fields.

Enabling the Full Response Records

You can make it so that when someone in your dashboard clicks a widget, they can view a detailed record of the response, view related tickets, action those tickets, and then email the client from the ticket. This seamless integration prevents your dashboard users from having to navigate between their tickets and the dashboard.

To enable this feature, select Show full response when clicked.

After this setting is enabled, all your dashboard users have to do is click the dots in the upper-right of a response and then select View full response.

Making Edits to the Record

Customize how the response record appears when your users view it. Open any response record and then click Edit in the upper-right.

1. Click 1 Column to add a long, horizontal section, or click 2 Columns to add two sections side by side. You can add whatever combination of these sections you want.
   
2. Name the section.
3. Click Add Field to add a field the section of data.
   Qtip: The fields available in records are pulled from the dashboard data. When selecting fields, you will see every field mapped in your dashboard, not just a list of specific survey fields. If you want to report on a particular field, make sure it is mapped to the dashboard.
4. Hover over a field. You can click the icon to the left to move the field, or the minus sign ( – ) to remove it.
5. Click Delete to remove an entire section.
6. Click Save to save your changes.

Tickets Tab

In the Tickets tab, dashboard users can perform all the same functions they do on the tickets page. The only difference is that this tab is filtered to only show tickets assigned to the user that were generated by this survey response.

Functions include:

• Expanding and collapsing tickets
• Changing the ticket status
• Assigning tickets to users or teams
• Assigning priority
• Root cause
• Ticket summaries
• Ticket data
• Activity
• Deleting tickets (Brand Admins only)

Email Tab

In the Emails tab, you can perform the same email functions you normally would on the ticket.

See Follow Up Emails on the ticket support page for more information.