how to send survey questions directly on email to the end users once incident closed.

[t venkatesh2]

Hi all,

OOTB the Customer satisfaction survey notification sent to the caller upon closure and to take the survey in the email link will be provided. once user click on the link it will redirect to the ServiceNow portal page and survey related questionaries will be displayed.

requirement:

Can it possible to send the survey questions directly attaching to users email so that they can directly submit the feedback without logging to ServiceNow.

please suggest the approach and the best practice.

thanks,

Venkatesh

[Tanushree Maiti]

Hi @t venkatesh2 

Refer this post , if it helps.

: Is it possible for a user to submit a survey by clicking on a hyperlink from an email? 

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

[Ankur Bawiskar]

@t venkatesh2 

My recommendation is to better stick to OOTB process and let user come to instance and submit survey

If not then you will have to ask them to reply to email, have complex inbound action scripting to parse and get the survey question response and then update the answers in backend table

lot of customizations so avoid and will cause issues during upgrade

Please inform customer about the OOTB platform feature

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@t venkatesh2 

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[TharaS657398130]

Hello,

Out of the box, ServiceNow surveys are designed to be completed via a link (portal/UI) and not directly inside the email, so sending interactive questions in the email for submission isn’t supported natively; while you could include static questions in the email body, capturing responses would require custom handling (like parsing inbound emails), which is unreliable and not recommended. The best practice is to keep the survey link (optionally simplify access using guest/auto-login or tokenized links), ensuring a secure and trackable way for users to submit responses.