CSAT survey when resolving a ticket

[joshmorris]

Is there any OOB CSAT survey that can be sent to the user after a ticket has been resolved? Just something as simple as a choice of a few faces and they select one and it feeds back into servicenow?

[Dr Atul G- LNG · Accepted solution]

Yes, there is an OOTB substate, but it is available only when the incident is Closed, not when it is Resolved. As per the current OOTB behavior, an incident can be reopened from the Closed state.

https://devxxxxx.service-now.com/now/nav/ui/classic/params/target/asmt_metric_type_list.do%3Fsysparm...

[joshmorris]

is it possible to do it so the user doesn't have to open the survey in a new tab? Like could there be emojis on the email sent and then they click one and it stores the reponse?

[Dr Atul G- LNG]

https://www.servicenow.com/community/servicenow-ai-platform-forum/allow-users-to-provide-feedback-di...

[Tanushree Maiti]

Hi @joshmorris 

Check these OOB surveys for different type of tickets.

Link: https://<your_instance_name>/now/nav/ui/classic/params/target/asmt_metric_type_list.do%3Fsysparm_query%3Devaluation_method%253Dsurvey%255Eactive%253Dtrue%255EnameLIKESatisfaction%2520Survey%26sysparm_first_row%3D1%26sysparm_view%3Dsurvey