How to configure survey exceptions

Survey exceptions are used to prevent survey forms from being dispatched to customers who may not wish to receive them or who have already received a survey related to a closed ticket of theirs. This article details how survey exceptions are configured.

Prerequisites

• How to create and use FocalScope Standard Responses
• Configure a survey group, survey form, and survey alert
• How to use FocalScope Placeholders

Tutorial

Configuring survey exceptions

Survey exceptions prevent multiple dispatches of survey forms to customers who may already have filled out a survey form pertaining to their closed ticket, or customers who do not wish to receive any survey forms at all. Do as follows to configure survey exceptions:

Please note: The Standard Response(s) that contain(s) the survey form must be altered in the following way for survey exceptions to work on them:

1. Open all support survey Standard Responses that you wish to have affected by the survey exceptions and click the [Source] button (highlighted in red) in the editor
2. Locate the [class="fs_placeholder"] attribute (highlighted in blue) and follow the [href="URL..."] to the end of the URL
3. Add the %SURVEY_CHECK_EXCEPTIONS% placeholder to the end of the URL (within the closing double quote - see Figure 1)
4. [Save] changes. Now the survey exception feature will be active on the updated Standard Response template
5. Continued in next section...

Figure 1 - Adding the %SURVEY_CHECK_EXCEPTIONS% placeholder

1. In the [Main menu], select [Screen > Administration] 
2. Click the [Advanced properties] tab
3. Navigate to the [Survey system > Exceptions] folder
4. In the right-hand pane, set the [Do not send twice...] period of time within which a second survey form will not be dispatched if a ticket is closed or assigned to a new agent. This is to prevent spamming after a ticket has been closed and a survey form dispatched to the customer, but there may still be some internal actions taken by agents that could trigger a second survey form to be dispatched without due cause
5. To completely block a customer from receiving any survey forms, add their email address to the [Do not sent to...] list
6. Click [Save] to apply the settings

Figure 2 - Configuring survey alert exceptions

Additional Information

• How to set up a survey form for automatic dispatch