Creating follow-up surveys using Jitbit Helpdesk
Creation date: 9/13/2016 10:18 AM
Updated: 9/8/2025 7:13 PM
UPDATE: Jitbit Helpdesk has built-in satisfaction surveys since 2020.
You don't have to integrate with any 3rd party products. Just include #RatingLinks# mask in your "Ticket Closed" email template and the customer will receive a satisfaction rating prompt with clickable "Good - OK - Bad" links.
But you can still use external services like Google Forms for this: keep reading.
For the sake of simplicity, we will use Google Forms for our surveys in this article. It's free and easy-to-use. You can use an app of your Choice, like SurveyMonkey for example.
Setting up Google Forms
All survey responses are going to be stored in a Google Spreadsheet. So, let's create it. Log in to Google Docs and create a new Form. Our sample form looks like this:
Ticket Number will be pre-filled automatically.
Set up an automation rule
For the next step we will need to create an automation rule in Jitbit. Go to Administration - Automation rules and click Create. Create a rule that looks like this:
Note the "#TicketID#" field in the Google Forms URL -- it will be replaced with a ticket number by Jitbit when the automation rule processes. When a customers follows this URL, the ticket number field will be prefilled. You can read about how to prefill Google Forms here.
That's it. After you save the rule, every person who creates a ticket will receive a survey follow-up after their tickets are closed.
You don't have to integrate with any 3rd party products. Just include #RatingLinks# mask in your "Ticket Closed" email template and the customer will receive a satisfaction rating prompt with clickable "Good - OK - Bad" links.
If you'd like to customize the survey prompt, simply include your custom prompt between the rounded brackets like this: #RatingLinks(Please rate our service)#.
But you can still use external services like Google Forms for this: keep reading.
For the sake of simplicity, we will use Google Forms for our surveys in this article. It's free and easy-to-use. You can use an app of your Choice, like SurveyMonkey for example.
Setting up Google Forms
All survey responses are going to be stored in a Google Spreadsheet. So, let's create it. Log in to Google Docs and create a new Form. Our sample form looks like this:
Ticket Number will be pre-filled automatically.
Set up an automation rule
For the next step we will need to create an automation rule in Jitbit. Go to Administration - Automation rules and click Create. Create a rule that looks like this:
Note the "#TicketID#" field in the Google Forms URL -- it will be replaced with a ticket number by Jitbit when the automation rule processes. When a customers follows this URL, the ticket number field will be prefilled. You can read about how to prefill Google Forms here.
That's it. After you save the rule, every person who creates a ticket will receive a survey follow-up after their tickets are closed.
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