Can ServiceNow Tie Survey Responses Back to Individual Emails?

[Kristoff15]

We send out email communications and want to include a ServiceNow survey link at the end of each message. The survey will be a single, standard “Communications Survey” (not separate surveys for each email). Our goal is to identify which specific communication the response relates to. For example, if a user clicks the survey link from one email, we want to know that the response corresponds to that email, and if they click from another email later, we can track that as well. Is there a way to achieve this in ServiceNow without creating multiple surveys?

[Kieran Anson]

Hi,

You would need to incorporate this into the link generation. One option is to use the watermark value which is contained in the email, which you can access within an email script to append onto a URL. Alternatively, generate your own unique value and store within a custom table, which is then presented as part of the URL