Why It Matters
Customer satisfaction surveys help IT teams measure service quality after a ticket is closed. AssetSonar ITSM lets you control when surveys are sent, how long they remain available, and how long requesters can edit submitted feedback.
How It Works
Once enabled, AssetSonar can send a satisfaction survey to the requester after a ticket is closed.
Go to Settings → ITSM → Ticket Satisfaction Survey to configure the survey.
Configure Ticket Satisfaction Surveys
Enable Tickets Satisfaction Survey, then configure the following settings:
- Send survey after: Send the survey Immediately after ticket closure or after a configurable delay of up to 90 days.
- Duration of survey: Define how long the survey remains open after it is sent. You can keep it Unlimited or set a duration of up to 180 days. Once this period expires, the requester can no longer submit or modify a response.
- Allow editing feedback for: Select Never to prevent submitted feedback from being edited, or allow requesters to modify their response for up to 180 days.
- For tickets closed after: Set a start date so surveys are sent only for tickets closed on or after the selected date.
Submit a Satisfaction Survey
Requesters can provide a rating and comments through the satisfaction survey.
The survey will shown through all supported channels such as:
- Employee Portal
- Microsoft Teams
Once a response is submitted, agents and managers can review the satisfaction feedback against the relevant ticket.
Filter Tickets by Satisfaction Survey Responses
From the ticket listing, use the satisfaction survey filters to find tickets based on:
- Response Date
- Comments
- Rating
- Survey Answered
Use Survey Answered → No to identify tickets where a survey was sent but the requester has not responded.
Next Steps
Configure the survey timing and response window based on your support process, then close a test ticket and verify that the survey is sent and remains editable according to the configured settings.
The screenshot should go directly under Configure Ticket Satisfaction Surveys because it captures all four lifecycle controls in one place.
