A Service Desk can obtain feedback on a variety of topics, including the quality of support it provides to customers, by distributing surveys to Service Desk staff and customers. Surveys within the system can be created for specific users, user roles, customers who have logged requests, or anyone who accesses the Service Desk.
NOTE Users can create and manage surveys in the system if the Survey Manager checkbox is selected in their User Information screen at User > Users.
See Surveying Customer Sentiment for additional information about surveys and customer satisfaction.
Survey Configuration - Survey is a tab found under Knowledge. The user will need to have the Knowledge management under Supervisor--Users--(select the user) -- Survey Manager must be checked here as well. This will enable the Survey tab for the user.