Survey Actions allow you to automate the ticket, conversation or email notification creation process, triggered by specific responses to survey questions. These actions are dynamic and can be customized to criteria that you set.

Navigate to the Projects section and select the project you want to create Survey Actions for.

Select the Actions tab and click on "+" to create a new action or select an existing action to modify it.

Summary is where you input a description of the action that you are configuring.

The Trigger field is defaulted with "Response from <Survey Name>" this cannot be changed at this time.

Conditions are where you determine the criteria that must be fulfilled to carry out the action. For example, this could be a specific answer to one of the questions within the survey.

The Task field determines whether a ticket is created, a conversation started, or an email notification is sent based on the previously set conditions.

Once all fields have been completed, select Create.

The action(s) will be live if the associated project is active. Actions are tied directly to the survey they are tied to or triggered by.

Conditions, as previously mentioned, are derived from survey questions however they vary based on question types. There are 6 condition types: Boolean, CSAT, Multi-choice, Net promoter score, Comment, Contact email.

Based on a true or false value that was left by the respondent.

Based on the value that was left by the respondent, it can be: Equal to, Greater than or equal to, Greater than, Less than, Less than or equal to.

Based on the specific choice made and derives options from the category of the question.

Based on the value that was left by the respondent, it can be: Equal to, Greater than or equal to, Greater than, Less than, Less than or equal to.

Based on general comments left by the customer, could be either present or not present.

Based on whether a respondent email address is present or not present.

There are 3 task options that can be selected: Create Ticket, Create Conversation, Send Email Notification (NEW)

Displays a form that allows the creation of a new ticket. Mandatory fields are Priority (High, Medium, Low, Custom), Subject, Location (can be changed for global surveys). Non-Mandatory fields are Assignee and Custom Fields.

Priority criteria can be preassigned to be Low, Medium, or High upon the ticket creation.

The Subject field is where you can create the subject line of the tickets submitted. It is recommended this field be updated to distinguish between ticket types.

Location applies to the location the survey is deployed. If there is only one location, this will be selected by default. If there are many locations, please be sure to select the applicable location from the options available.

Displays a form that allows the creation of a new conversation. Mandatory fields are Location (can be changed for global surveys). Non-Mandatory fields are Email Sender.

Displays a form that allows the sending of an email notification to users within your account. Mandatory fields are Email Subject. Non-Mandatory fields are Message, Recipients.

Message field accepts HTML code that will allow you to modify the content of the email that will get sent.

Recipients is a user picker that is used to specify who the email notification will be sent to.