Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- An email sender set up in Atlas AVD, so the survey can be sent
- To turn surveys on and see the scores: permission to manage Atlas Flow settings
- To see a ticket's survey answer: permission to view Atlas Flow tickets
Step 1: Turn on satisfaction surveys
In Atlas Flow, open Settings and find Satisfaction surveys. Turn on Email a survey when a ticket is resolved. Surveys are off until you turn them on, so nothing is sent to requesters before you choose to.
Who gets a survey
Each time a ticket moves to a resolved status, its requester is emailed a survey. A ticket gets a survey when:
- It has a requester with an email address, for example a ticket opened from email, from the Atlas Reach tray or by a technician who entered the requester's address
- The requester is not your support mailbox and not the technician who resolved it
- It was not merged into another ticket
A ticket that is reopened and resolved again gets a new survey, and the earlier survey stops taking answers if it wasn't answered. The score counts how the ticket ended.
What the requester sees
The email has five buttons, from Very dissatisfied to Very satisfied. Choosing one opens a short survey page with that answer selected, where the requester can add a comment and select Send my answer. They don't need an Atlas account, and they can change their answer for 14 days.
Opening the link doesn't record an answer on its own. Some email security tools open every link in a message, so the requester always confirms their answer on the page.
Answers on the ticket
The ticket's Satisfaction card shows the latest survey: waiting for an answer, closed without one, or the rating and comment. The timeline records when the survey was sent and each answer, and the audit log records each answer with its rating.
Satisfaction scores
Under Satisfaction scores in Settings, choose the last 30, 90 or 365 days. You'll see how many surveys were sent, the response rate, the average rating and the share of answers that were satisfied (4 or 5), followed by:
- By technician: each technician's responses, average rating and share satisfied
- By team: the same for each team
- Recent comments: the latest answers that came with a comment, linked to their tickets
Scores go to whoever the ticket was assigned to, and the team it was with, when it was resolved. Reassigning the ticket later doesn't move the score.