Is it possible to insert Survey in notification email body?

[kimi]

Can I insert a survey in body of notification email?

I would like to send incident resolution survey notification to users after an incident ticket is closed.

I know we can put the link of the survey in the notification, but I would like to insert the survey in the notification so that user can answer in the email rather than jumping to different page.

Is it possible?

[tolga1]

Hi Kimiko

How do you imagine to do this? Do you want to display the questions in the mail, let people click reply and write their answers into the mail and send it back to ServiceNow? Because that would be the only way without leaving mail.

The thing is, if you want to do this that way, you would need to have an email action to parse the answers. And imagine, the user changes something in the original text (which you can't avoid), then you wouldn't be able to parse it anymore and lose his answers. A bit dangerous, but technically possible...

[kimi]

Yes that is true. You can image something like Google form.

Once you create a form you can display in the email like below.

And after submitted, you will see the page like this;

But as you explained if the format can be changed by user, I will not use this option and just put the link of the survey in the notification.

Thanks!

[tolga1]

You're welcome. I haven't used Google Forms until now. You could think about using these in the mails? That could be a possibility. But this then would not be connected to the ServiceNow surveys.

I would work with a link, it's easiest. Or another idea could be to add a rating functionality instead of working with surveys. Like this:

- add a rating field to your incident table (integer field with choices 1 to 5)

- add a rating area to your "resolved"-mail (5 stars with a link, each star with a parameter 1-5 in the url)

- option 1: you modify your email inbound action to read the mail reply. then the stars would just create a reply and add the rating based on the clicked star.

- option 2: you create a new script to read the parameter and the incident information and writes the rating into that mail. the stars would than have links to call that script in ServiceNow.

This is not that difficult to realise and gives you a nice feedback on how users perceive your service. ratings could then be related to agents and you can award your best performing agents

What about that?

[Darin Ohde]

Hello! Has anyone tried this since the last response? There is strong interest in minimizing user friction, so having an ability to respond to a survey WITHIN the body of the incident resolution notification email is the ideal state. Just curious if someone has a solve for this. 

Thanks!