Getting started with system surveys

In FocalScope you can select one of multiple preloaded surveys (and alerts) ready for for dispatch to customers, as  their tickets get closed. This a...

How to configure and use the survey API link

The survey API link can be used to insert API fields into any survey form. With API fields you can gather / present additional information from / to ...

How to configure and use the survey automation tool

The survey automation tool is used to dispatch multiple survey requests at once. For the survey automation tool to work correctly, it needs a functio...

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...

How to display a completed survey form in a survey alert

Survey alerts are great for keeping track of the quality of your customer service and/or customer support. This article details how a survey form (as...

How to embed a survey link into a Standard Response (includes setting category index)

In order for customers to fill out a survey form, they must have access to the applicable survey form stored in FocalScope . The survey form is acces...

How to set up a survey form for automatic dispatch

In FocalScope you can set up HTML-based survey forms and automatically dispatch them to customers / clients once their ticket is closed. This article...

How to use the survey API 'Survey Submit Field' placeholder

This article details how custom fields used by the survey API are to be combined with placeholders to insert the associated custom field information ...

Reviewing the survey history record

The survey history record is where managers and supervisors can review the status of dispatched surveys, comment on survey dispatches, and access the...