Set up surveys on Freshservice to trigger well-devised surveys and capture insights to drive different facets of your organization. Collect feedback outside ticket lifecycles to pay attention to key metrics such as service quality, employee satisfaction, and process effectiveness. Track trends over time, and prioritize initiatives based on user feedback. 


TABLE OF CONTENTS


How to set up a survey?

To set up a survey,

  1. Go to Admin Settings > Workplace > Surveys. This opens the Surveys page.


  2. Click Create Survey. This opens the surveys creation page where you are one of four options to create surveys from—

    1. Create a survey from scratch

    2. Use Freddy AI to design a survey for you based on a few prompts 

    3. Duplicate an existing survey 

    4. Select from existing templates

  3. Click + Start from scratch. Provide a name and description for your survey and click Save and next. This takes you to the page where you can build the survey from scratch.



  4. Build the survey. Freshservice provides the following options for you to configure:

    1. Question types: Click + to add a question to the survey. Freshservice supports several question types. Please find the list of question types and their settings here.

    2. Display logic: Show or hide relevant questions/pages based on responses to preceding questions as answered by respondents. The decision to hide or show questions or a page can be configured based on the responses or the contact field attributes that have been added.


    3. Skip logic: Use Skip logic to skip questions/pages to respondents based on their responses. This helps implement question branches, which in turn improves response rates. Decide on follow-up questions/pages relevant to a specific audience's response.


    4. Design settings: Under design settings, upload your logo, add the company name, add a favicon, choose the survey layout, and select your brand colors for buttons, backgrounds, alignment of the questions, and more.


    5. Style customization: Personalize your survey’s look and feel with custom colors, fonts, and advanced styling options.

    6. Theme gallery: Create and maintain preset survey themes to select from and apply.


    7. Survey settings: Edit question-specific configurations through survey settings. Make changes such as  Beyond the question settings, you can also spot 3 little icons. These enable you to configure the survey language, design, and overall settings. 

  1. Action buttons: Change the name of the action buttons in the survey.


  2. Version history: Access the version history of the survey and restore versions based on your preferences.

    

  1. Configure triggers to launch the survey. Choose between one of two ways—


    1. Event-based: Trigger the survey based on specific events or actions related to the problem. The events can include the type of impact, nature of outage, customer impact, and more. You can opt to trigger the survey based on fulfilling any one of the conditions or all the conditions. You can also opt to allow agents to add the survey link to a response email. Additionally, choose to send the survey to the requester or the one whom the survey is requested for. You can also set reminders for the survey and an expiry date for the survey.  


    2. Scheduled: Trigger the survey at regular intervals based on pre-defined schedules. Choose whether the survey should be triggered monthly, quarterly, annually, or on a custom schedule. Set the conditions based on which the survey should be triggered. The events can include the type of impact, nature of outage, customer impact, and more. You can opt to trigger the survey based on fulfilling any one of the conditions or all the conditions. You can opt to send the survey to a user cohort of your preference. This could include all users, all agents, or all requesters.  You can also set reminders for the survey and an expiry date for the survey.

  2. Define the channel via which the survey is to be distributed. Choose between email, slack, or via the portal.

  3. Click Finish to complete setting up the survey and the trigger. 


Creating a survey using Freddy prompts

Use Freddy to create a survey. Provide Freddy with parameters for your survey and get a fully designed survey.


Click Use this to make the survey live.


Duplicate an existing survey

Use an existing survey as a template and create a new survey by making a few changes.  


Choose from survey templates

Select from popular survey templates and create a new survey by making a few changes.