While TeamSupport offers a native Ratings solution, there are some cases where you may need a full suite of survey features for more granular feedback collection and analysis.

By adding a simple link to your Ticket Closed email template in TeamSupport, when a ticket is closed, your Customer will be able to click a link, and be taken to your Survey Monkey survey.

The link will include the Customers name, Company and Ticket Number and other important information.

Survey Setup

  1. You’ll need a Survey Monkey account, which you can sign up for here.
  2. Create your survey. In the settings, make sure you turn on Multiple Responses (see the below screenshot). Make note of your Web Link – you’ll need it later. The reason you’ll want to turn this feature ON, is because Survey Monkey will know if a unique visitor has taken the survey before. In some cases, this of course makes perfect sense. But in this case, you want your customers to take this survey each time a ticket is closed.

  3. In TeamSupport, go to Admin -> Email, then scroll down to the bottom where the Templates are located, and select Ticket Closed.
  4. In the body of the Closed Ticket, you will need to insert the Web Link that you noted from Step 2. The example below includes xxxxxxx. If you would like to use this link, replace the x’s with your unique Survey Monkey Weblink (found in your Survey Monkey Survey).

    Please provide your feedback <a href="https://www.surveymonkey.com/r/xxxxxxx?CustomerName={{Ticket.Customers}}&UserName={{ToEmailAddress}}&TicketNumber={{Ticket.TicketNumber}}">HERE</a>

    The placeholders in this example are the Customer Name (Their Company), the Contact name (Your client who gets this email and clicks the link), and the Ticket Number. This way, when you view the survey results in your Survey Monkey account, you’ll know who answered your survey questions.

    The “Please provide your feedback” wording is just an example and you may change the wording as you see fit. As with any email template, you can customize as needed, and click “Preview”.

  5. It is important that the placeholders you use in the TeamSupport email above need to also exist in your Survey. Survey Monkey offers a very simple instruction on how to create these here. They are called Custom Variables.

    Specifically from their site:

    Here are some screenshots from Survey Monkey using these exact settings:

  6. More Placeholders are available in your TeamSupport account. Make sure when creating your Survey Monkey Custom Variables, you use the same name as the TeamSupport placeholder for ease of management and proper functionality.

Survey Results

Within your Survey Monkey account Click “Analyze Results”

You may export your results. You’ll typically find one of the two highlighted below most useful.

You have several export options:

This screenshot shows the report download in progress:

Once downloaded, you’ll extract the zip, and choose the “sheet” file.

Need more help with this?
Customer Support

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