Service Desk: Surveys

• Where to get started: 

  • Web console (my.splashtop.com/my.splashtop.eu) > Management tab > Surveys
    
  • Service Desk tab>gear button on the right of Channels>Manage surveys
    
• How to create a survey:
  
  • Click "Create Survey"
    
  • Input the name and description for the survey
     
  • Customize the survey content 
    • Brand Icon
      
      • Click the edit button to start 
        
      • The default would be "Use Splashtop icon"
        

• • • • You can choose to use your own icon and upload the image you'd like to use as the icon
        
      • You can also choose to disable the icon by toggling off the option
        
    • Welcome Message
      • You can click the Welcome Message to edit it
        
      • You can dismiss the section by toggling off the option
    • Field Type of the questions
      • You can select the format of the questions and add the questions 
        
        
    • Action Button
      • You can edit the wording of the button 
        
  • Customize the thank you message that would show at the end of the survey
    
  •  Done!
    
    

• How to associate the survey with channels:
  1. Assign the survey right after it is created by clicking "Assign channel"
     
     Select the channel(s) you'd like to associate the survey with
     
  2. You can also change the setting afterwards by clicking the three dots on the right of each survey>Assign Channel
     
  3. Assign the survey when creating the channel
     
     Select the survey you'd like to assign to the channel, the percentage of the sessions you'd like to survey, as well as the support session types you'd like to carry out surveys with
     
• How to manage the surveys:
  •  You can Edit, Assign channel, Clone, Suspend, Delete the existing surveys, and have a preview of them.
     

The survey will pop up in a web page after the end user closes the support session. 

1. User closes the support session:
   
   
   
2. User will be prompted to the survey after closing the support session
   
3. User will see the thank you message after filling the survey
   

•  Where to find the survey reports:
  
  • From Logs tab > Reports
    
• How to generate the survey reports:
  • Select the time frame 
    
  • Choose if you would like to generate the report based on channel or survey
    
  • Click "Generate Report", and you can filter the result by session types or technicians.
  • You can also click "Export" to download the csv file of the survey report.