Survey reporting – how to report on sent vs responded surveys with Assignment Group context?

Sharad_Mehra
Tera Contributor

2 hours ago

Hi Community,

I’m trying to build a report to calculate the percentage of feedback survey responses for tickets (i.e., number of surveys responded vs number of surveys sent), broken down by Assignment Group.

Here’s the challenge I’m facing:

 

  • The Survey Answer / Survey Data tables only store data for responded surveys, so I can easily count responses.
  • Assignment Group is available for responded surveys via the referenced task.

 

  • For non‑responded surveys, there is no record in the Survey tables.
  • I attempted to use the sys_email table to identify survey emails sent.
    • I can filter survey notification emails successfully.
    • However, sys_email doesn’t dot‑walk cleanly to Assignment Group, since it doesn’t directly reference the task in a way that supports reporting.
  • I then tried creating a Database View combining:
    • task
    • sys_email
  • The issue is:
    • The database view only returns data up to 2017
    • Recent records are completely missing, even though the tables themselves contain newer data.
  1. Is there a recommended approach to report on:
    • Total surveys sent
    • Total surveys responded
    • Response percentage
      …with Assignment Group context?
  2. Is sys_email the right table to use for identifying surveys sent?
  3. Has anyone faced the issue where a database view shows data only up to a certain year?
    • Are there known limitations (table rotation, email retention, archiving, performance constraints, etc.)?
  4. Is there an alternative table or best practice (e.g. Survey Instance, Assessment, Metric, or Event‑based approach) to achieve this?

Any guidance or patterns that have worked for you would be greatly appreciated.

Thanks in advance!

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J Siva
Kilo Patron

2 hours ago

Hi @Sharad_Mehra 

In the Assessment Instance [asmt_assessment_instance] table, there is a field called State with three dropdown values.

You can determine how many surveys were triggered by reviewing the records in this table.

To check how many surveys have been responded to, filter the records where State = Completed.

To identify surveys that have not been responded to, apply the filter State = Cancelled or State = Ready to take.

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JSiva_1-1776333063951.png

 

Regards,
Siva

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Sharad_Mehra
Tera Contributor

33m ago

Hi @J Siva,

My concern is around CSAT reporting for tickets.

In our project, CSAT surveys are triggered via email to end users after ticket resolution. If a user does not respond, no record is created in the Survey tables. As a result:

  • The Survey Data / Survey Answer tables only contain data for responded surveys
  • Unresponded surveys are not registered anywhere in the Survey tables
  • This makes it difficult to calculate the actual response percentage (responses vs surveys sent)

I’m trying to understand the best-practice approach to track:

  • Total surveys sent
  • Total surveys responded
  • CSAT response percentage (ideally with Assignment Group context)

Any guidance on the recommended tables or reporting pattern for this scenario would be really helpful.

Thanks in advance.

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