How to configure survey exceptions
Thursday, December 29, 2016 8:49 AM

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

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