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Surveys Table

This table is used to collect customer feedback for Support or Service Requests or to send surveys on any subject to customers.

Use Case

Surveys are typically generated through a hyperlink in an email to a customer requesting their feedback.

When the user clicks on the hyperlink, it will log them into the Knowledgebase as a Guest and take them directly to a new Survey record, without giving them access to anything else. As part of the link, the Support Case ID or Service Request ID and Survey Type may be populated in the Survey record, linking the Survey to the case that generated the email and to the person who completes the survey.

Currently there is no rule in either the Support or Service Request tables that automatically generates a survey email. However, the email template is present in both tables. This functionality can be enabled through an email action in a time-based or update rule. Guidance on how to manually create the hyperlink URL can be found in the Hyperlinks section in the Administrator Manual. Below is a sample hyperlink. This link will log the user into a new Survey record, set the Survey Type to Demo Follow-up, the Text ID field to 4, the Visitor ID field to 35675 and set the Exit URL and Cancel URL using an account with Guest permissions:



Records in this table are owned by the customer to whom the survey email is sent, so each record is associated with a particular user from the People table.

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