Cireson Portal

User Guide: Add-In - Feedback Survey

Add-Ins Overview

The Cireson Service Manager Portal Add-In feature is a location for pre-packaged solutions. Simply toggle a solution on, and it is active. Toggle any solution off if you no longer wish to use it. This approach allows for a streamlined, no-code approach to extensibility in the Cireson Service Manager Portal.

Note: For information about the Service Manager Portal Add-In feature and installation process, view the overview article here.

 

Feedback Survey Download Link

The latest version 1.0.0 of this Add-In can be downloaded here.

Note: This version of the Add-In is only compatible with version 12.0.0 and above of the Cireson Portal. It is required that you are using that version or higher with this Add-In

 

Feedback Survey Summary

The Feedback Survey Add-In is a way of collecting customer feedback about their experience with their contact with analysts on their logged work item. To ensure it is as simple as possible for customers to provide feedback, a response can be coded in to a URL in order to capture and save the response within a single click. Additional feedback can be provided by customers via additional questions if they wish.

Note: It is important to note that feedback surveys are limited to three (3) rating questions plus a free text question to limit the complexity of the feedback request to end users.

Once customer feedback has been received it is possible to then report on this data in a meaningful way and track over time. One common way of reporting on this type of feedback data is to use Net Promoter Score (NPS). The goal for analysts is to improve the NPS score week-on-week or month-on-month. It also allows managers to target low score feedback work items to follow-up and investigate the cause of the low Customer Satifaction (CSAT) value.

The feedback survey screen for end users can be access one of 2 ways:

  • Direct URL link provided via e-mail.
  • Task link within the specific work item.

The direct URL can not only direct the affected user to the survey page, but can also provide the first rating value and will automatically save this value without the end user having to click or select any other control. The purpose of this functionality is to capture the most basic values possible with the least amount of input from the end user. See URL Formatting for Emails below

Each setting for the Add-In is as follows:

Key Description Default Value Rating1PromptSets the text that will be displayed on the survey page for the third rating question.blankRating1TypeSee Rating Types below.sliderRating1MinValue1Rating1MaxValue5Rating2Enabled'true' or 'false' to turn the second rating question on or off.falseRating2PromptSets the text that will be displayed on the survey page for the second rating question.blankRating2TypeSee Rating Types below.sliderRating2MinValue1Rating2MaxValue5Rating3Enabled'true' or 'false' to turn the third rating question on or off.falseRating3PromptSets the text that will be displayed on the survey page for the third rating question.blankRating3TypeSee Rating Types below.sliderRating3MinValue1Rating3MaxValue5CommentsEnabled'true' or 'false' to turn the comments question on or off.falseCommentsPromptSets the text that will be displayed on the survey page for the comments question.blankOnlyAllowAffectedUserToRespond'true' or 'false' to set if only the Affected User on the Work Item can provide Feedback. If 'false' any user can.trueOnlyAllowOneResponsePerWorkitem'true' or 'false' to set if the Add-In will only one Feedback response per Work Item. If 'false' multiple responces can be submitted.trueEnableSurveyTaskForIR'true' or 'false' to set if the Take Survey task is shown on Resolved Incidents.trueEnableSurveyTaskForSR'true' or 'false' to set if the Take Survey task is shown on Completed Service Requests.true

 

Rating Types

Each of the three rating questions can be configured in a number of ways. Rating 1 is always enabled but ratings 2 and 3 can be enabled or disabled as needed. Then they all can be configured in 4 modes. Set the Ratinng Type settings to one of the following values:

  1. slider
    1. MinValue and MaxValue can be any number from 1-10
  2. stars
    1. MinValue and MaxValue can be any number from 1-10
  3. thumbs
    1. MinValue must be 0 and MaxValue must be 1
  4. list
    1. If MinValue = 0 and MaxValue = 1, it will turn into Yes/No
    2. Anything else will just list the numbers

 

URL Formatting for Emails

The URL format for the Cireson Feedback Survey page is as following: https://[Portal Address]/view/FeedbackSurvey?WIID=[WorkItemId]

Example: https://servicedesk.company.com/view/FeedbackSurvey?WIID=IR56812

It is possible to use images (like stars, or smiley faces) in your email that represent how satisfied the users are with the service they received. Each image is a slightly unique link that can then pass the value to the parameter Rating1. This value is then automatically added to the Rating1 question and instantly saved when the user arrives at the survey page. Those unique links would be as follwing: https://[Portal Address]/view/FeedbackSurvey?WIID=[WorkItemId]&Rating1=[Score]

Example: https://servicedesk.company.com/view/FeedbackSurvey?WIID=IR56812&Rating1=5

 

URL Formatting for OData Widgets

The URL format for OData widgets follows suit with the rest all other OData widgets. For example:

For other OData Chart configuration options. See this article.

 

Testing and Validation

  1. If experiencing issues, refer to KB Article 2568 here for overall Add-In troubleshooting steps
  2. Run through the Add-In’s functionality with default settings.
    1. Verify the following:
      1. In the developer console (open up a browser > dev tools > console), you see that the Feedback Survey loads without error messages
      2. Set different values for Rating 1 prompt and confirm that no error messages are shown
      3. Save your Survey confirm that still no error messages are shown
  3. As you change settings, go through the above again with browser console open
    1. Verify no error messages
    2. Verify your changed settings behave as expected

 

Versions

This is the first release of the Add-In. Older versions will appear here as they become available.