Creating Surveys in DeskDirector

There are two types of surveys that can be created in the DeskDirector admin console -- Ticket Surveys and Custom Surveys. Both type follow the same steps and just differ on the number of questions that can be added per survey.

Ticket Surveys are only limited to one question, while Custom Surveys can have as many as five questions. Ticket Surveys or Custom Surveys can be easily created/survey from the Survey tab in the admin console. Technicians with specific roles set can also update surveys from the Tech Portal. More details about DeskDirector roles and permissions here.

By default, there is an existing survey CSAT question that applies to the default survey and to the boards/queue-specific surveys. You can keep the question as is, or you can update it to whatever question you want to ask your customers.

The "Alert Receivers" section is where you can specify email addresses that will receive a notification once a negative review is created. Both the question and the receivers can be updated any time.

IMPORTANT: Deleting an existing survey question will also delete all its current and past results. Please export and backup the survey existing survey results before deleting a questions you will not be able to restore the survey results easily.

Creating Surveys - Tutorials

Creating a Default Survey

20 STEPS

1. Open DeskDirector Admin Portal and click the Survey icon.

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2. Default surveys are sent for all tickets when they are closed. Click Default Survey to open it.

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3. If there are any surveys already submitted by users, you can view them here.

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4. To change the period for survey results, click the drop-down toggle control.

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5. Select the time frame for which you wish to view the survey results.

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6. You can see the survey results in this grid.

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7. To export the survey results, click on the three-dot menu.

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8. You can export as Power B.I or Excel files. Click Export for Excel.

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9. The exported Excel file contains the data from the surveys.

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10. To modify the default survey, turn on the toggle switch.

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11. To activate the default survey, turn on the first toggle switch.

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12. A default first question is provided for you. To add more questions, click Add Question.

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13. You can add two types of questions - CSAT (Customer Satisfaction) or NPS (Net Promoter Score). Click Add CSAT question.

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14. Type the Question you want to add.

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15. To allow or disallow the user to add comments, click the comment toggle switch.

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16. You can add email accounts to receive notifications when a negative review is submitted. To do this, click Add Email.

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17. Type the email address.

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18. Finally, click Save to save the changes.

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19. Go back to the default survey to see your changes.

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20. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2336514/Default-surveys

Creating a Custom Survey

31 STEPS

1. Open DeskDirector Admin Portal and click the Survey icon.

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2. Click Custom Surveys.

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3. Click New to add a new survey.

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4. Type the name for your survey.

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5. To add any tag to this survey, click Add Tag.

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6. Then, select the tag you want to add.

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7. Click Create Survey.

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8. Click the Enable toggle switch to enable this survey.

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9. To add questions, click Add Question.

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10. You can add two types of questions - CSAT (Customer Satisfaction) or NPS (Net Promoter Score). Click Add CSAT question.

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11. Type your question.

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12. To allow or disallow the user to add comments, click the comment toggle switch.

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13. You can add email accounts to receive notifications when a negative review is submitted. To do this, click Add Email.

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14. Type the email address.

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15. Click Save to save the survey.

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16. We can send this survey to users by sending a broadcast message. Click the Tech icon to open the Tech Portal.

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17. Click Broadcasts.

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18. Click Create.

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19. Type the name for your message.

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20. Click Next.

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21. Click Send broadcast email to notify users.

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22. Click the select survey box under the Custom Survey field.

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23. Click the name of the custom survey you created.

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24. Click Next.

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25. Select the publish date. Then, click Next.

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26. You can set users of a specific company to be the recipients of this survey. To do that, click Select.

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27. Select a company.

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28. Click Select.

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29. Click Next.

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30. Finally, click Create to save and broadcast this survey to the users.

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31. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2337422/Custom-surveys

Creating a Request Specific Survey

27 STEPS

1. Open DeskDirector Admin Portal and click the Survey icon.

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2. A queue specific survey can be sent out when a ticket from a specific board is closed. This will override the default survey.

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3. In this example, we will create a survey for tickets from the Incidents Board. Click Incidents.

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4. Click the toggle switch to modify this survey.

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5. Click the toggle switch at the top of the page to use this survey instead of the default.

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6. A default first question is provided for you. To add more questions, click Add Question.

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7. You can add two types of questions - CSAT (Customer Satisfaction) or NPS (Net Promoter Score). Click Add NPS question.

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8. Type your question.

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9. To allow or disallow the user to add comments, click the comment toggle switch.

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10. Status triggers allow surveys to be sent for statuses other than closed. Click the drop-down to see the status options.

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11. Status triggers allow surveys to be sent for statuses other than closed. Click the drop-down to see the status options.

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12. You can select up to 5 statuses. Click Approval Declined.

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13. Click Waiting On Client.

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14. Click anywhere outside of the drop-down to confirm.

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15. You can add email accounts to receive notifications when a negative review is submitted. To do this, click Add Email.

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16. Type the email address.

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17. Finally, click Save to save the changes.

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18. To view and/or export survey results, go back to the queue/board list again and click on your preference.

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19. If any surveys have been submitted, you can view their results here. Click the time drop-down to filter the period.

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20. Click Current Month to view the results of surveys submitted in the current month.

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21. You will find submitted surveys at the bottom of the page. Click any to view the details.

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22. The details are displayed on the screen, as shown here.

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23. Click the back arrow to go back.

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24. To see export options, click the three-dots menu.

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25. Click Export for Excel.

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26. The exported Excel file contains the data from the surveys.

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27. That's it. You're done.

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** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2337370/Request-specific-surveys

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Managing Surveys

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