to allow you to gauge customer satisfaction within the platform, servicely allows you to create one or many surveys that can be sent to different audiences, every set number of days, with different questions to invite users to do so, an email is sent out with a link for the user to fill in a survey within servicely (so they will need to login) this can be used by any table extended from work (such as incidents, requests, hr cases or otherwise) to accomplish this, there are a few main elements to allow for this; survey definitions, triggers and groups once a user fills in a survey, this information can be reported against in the survey responses table it should be noted that any field or details that you want to report on from the survey, will need to map to a specific field on the response, so any extra information you want to capture will require you to make a new field on the survey response table and be mapped from the catalog item (that holds the questions) to the resulting survey response survey definition the main element that ties the survey functionality together is the survey definition this is where you can define the email that gets sent out (subject and body), as well as saying what questions are asked (done via the catalog item functionality) and who will receive it (via the triggers) in situations where you have multiple surveys, you can also classify it by adding classifications, however, this is not a required field field purpose name the name of the survey (to help identify it from the others when you have multiple) current status the status of the survey, where only active survey definitions will be sent by default the statuses are draft active retired note if you are using the out of box one, you will need to save it once before the status appear classification this allows you classify the survey definition as an optional extra if required catalog item the catalog item used that users will have to fill in upon receiving the email questions are configured in the service catalog item, as well as any mapping to the survey response table subject subject of the email sent with the link to the survey body body of the email sent with the link to the survey a survey is always related to a record in servicely, this can be a work record (so “current” will reference that record) it will also reference the user record and provide the link to the survey they will need to fill in, via the following variable ${surveyurl} survey trigger a survey trigger is an event or condition that prompts the initiation of a survey it is a predefined criterion or set of circumstances that determine when a survey should be sent to an individual or a group of people this uses the condition of the target record it should be sent against, and who (via the responder field) should receive it (noting that even within the responder field, it can be conditional via the survey groups) field purpose name name of the survey trigger to help identify it from others active to activate or deactivate the trigger survey definition the survey that this trigger is for (noting that multiple triggers can exist for a definition) table the table of the target record this should be for in other words, what table should this survey run against (such as incident, request, hr case or any other table extended from work) order the order the triggers get executed responder field person to receive the survey email (looking at a specific field on the table defined above) survey groups this allows you definition a condition for the responders (such as only active users or otherwise) condition only if the target record matches this condition will the survey gets initiated and an email is sent to the responder typically you would only send this when a record has been closed to prevent multiple surveys being sent survey group the survey group is used to help define even within the responders who will receive a survey and how often they will receive it a group can be used against multiple triggers in case you want to use a survey for multiple tables, but the same conditional set of users field purpose name name of the survey group to help identify it from the others active to activate or deactivate the group days since last survey the number of elapsed days since a person received a survey the idea would be that if you receive a survey you cannot receive another one within the number of days since they received it, however, once the days have elapsed, another survey can be sent out to that users condition this is the condition of whether or not a person can receive a survey this field (in combination with the responder field on the trigger) can be used to only define specific set of people who are responders to receive it such as, you can define it so only people who are in a certain location or otherwise to receive it survey responses the survey response table is used to help capture the results of a survey out the box there are a variety of fields that are available, however, depending on what you want to report on, will depend what you should set via the catalog item related to the survey as a result, we generally recommend customers review the out of the box example of the survey to understand what fields / information we typically populate from the catalog item, but also noting it is up to you ultimately what fields are set the most important thing is that the status is set to complete, once a survey has been completed, to allow you to gauge which surveys have been entered