Defining rules for sending customer surveys

You can configure business rules to automatically email customer surveys. For example, an email containing a link to the survey could be sent to customers when their tickets are closed.


You must use an email template to configure this rule, ensure that you create it before proceeding. For more information, see Creating and managing email templates. Also, the email template that you plan to use to create this rule must be based on the item to which the survey is linked and not the survey item. For example, if you want to link the survey to a ticket, you must create your email template with item type as ticket and not survey.

If you plan to use an External Survey to define a rule, ensure that you have configured it before defining the rule.

To define a survey rule

  1. Open the Ticket item where you want to define the rule:
    1. Click the Administration tab.
    2. In the Workspaces section, click the name of the workspace or click Manage to open the Workspace Administration page. Then double-click the workspace .
      The Workspace details page appears.
    3. In the left pane, click Record Definitions.
      The Items page appears. 
    4. Double-click the item that you want to modify.
      The item details page appears.
  2. In the left pane, click Business Rules.
  3. Click New Business Rule and select Customer Survey Rule.
    The Business Rule Builder page appears.
  4. In the Business Rule Name field, type a descriptive name for this rule.
  5. (Optional) In the Description field, type a description that explains the purpose of this rule.
  6. (Optional) In the State field, select Not active if this rule is not ready for use.
    The Business Rule Type field is read-only.
  7. (Optional) In the Business Rule Schedule field, select any work schedule configured for this container (such as Normal Work Week).
  8. In the Triggers section, define the action or event that will activate this rule, such as an agent closing a ticket:
    1. Click Add new trigger.
      The new trigger form appears. For detailed information about selecting triggers, see Selecting triggers for business rules.
    2. Select a trigger (for example, After Save).
    3. In the Options section, select an option (for example, On Update).
    4. Click Create.
  9. In the Criteria section, add any conditions that will trigger this rule, such as performing an action when a particular field is updated:
    1. Click Add new condition.
      The new condition form appears. For detailed information about defining condition statements, see Defining criteria for business rules
    2. In the first field, select the field that you want this rule to reference (such as Status).
    3. In the Condition field, select an operator (such as is equal to or not equal to).
      The options vary by the selected field. Additional fields may appear based on your selections.
    4. In the Value field, select a value relevant to the selected field (such as Closed).
    5. Click Create.
  10. In the Actions section, add the actions that should result from triggering this rule, such as sending email or setting a field value:
    1. Click Add new action.
      The new action form appears. For detailed information about defining actions, see Defining actions for business rules.
    2. In the Action field, select Send Survey Email, and then click Configure.
      The Send Survey dialog box appears.
    3. In the Send survey to field, select one of the following options:
      • Contact: The email will be sent to the user listed on the ticket as the contact.
      • Specified Email Address: In the Specific email addresses field, enter the email address or addresses.
        This can include email distribution lists. To enter multiple email addresses, separate them using semicolons.
    4. In the Use this email template field, select a survey email template.
    5. In the Include this survey field, select whether to include an internal or external survey:
      • Internal Survey: From Internal, select the Survey you want to use for this ticket.
        This creates a survey that the customer will access from a FootPrints survey page via a link in the survey email.
      • External Survey: From External, click Browse and navigate to the survey file in your directory.
        This attaches the file to the survey email. In the Include reply address field, enter an email address to which the survey response email will be sent.
    6. In the Select importance level field, select an option (Low, Normal, or High).
      If you select Low or High, a corresponding icon appears on the survey email sent to the customer.
    7. To determine how often the survey is sent when the rule is run, select one of the following options:
      • Always send survey: The survey will be sent every time the rule is run (for example, every time a ticket is closed).
      • Send survey randomly: In the Chance of receiving survey: 1 in chance field, select or enter a value.
        This option identifies the percentage chance that a survey may be sent. For example, 1 in every 2 times equals a 50% chance that the survey will be sent, up to the maximum number set in the next step (if any).
    8. (Optional) To limit the maximum number of surveys sent to a recipient within a specific timeframe, select the Limit surveys for recipients to a maximum of 1 check box.
    9. In the 1 every field, select or enter a value in the number field.
      For example, enter 2 in the number field to limit the number of surveys sent to two times.
    10. Select a value from the timeframe field (Days or Months)
      For example, select Months to limit the number of surveys sent every month.
    11. Click OK.
    12. Click Create.
  11. Click Save.
  12. Publish the workspace to implement your changes:
    1. In the breadcrumb trail, click the Workspace link.

    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

Next step

Testing your survey

Related topics

Configuring surveys

Planning your survey

Creating survey items

Creating survey questions

Testing your survey

Configuring business rules

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