Your Surveys
Each organization configures the frequency and content of your Survey. You can help with Continual Improvement by completing surveys honestly and faithfully.
ASM can be configured to send automated surveys upon completion of any ticket in the system. The parameters are defined by the system administrators. Additionally, Analysts can send a survey manually against any ticket, if they feel it is important to do so.
Why Complete User Surveys?
Completing user surveys is crucial for several reasons:
Feedback Loop: It gives you a direct line to express your thoughts, suggestions, or criticisms, improving the products or services you use.
Impactful Change: Your input can lead to real changes, enhancing user experience for yourself and others.
By taking a few moments to complete user surveys, you play an active role in shaping the future of the services you rely on.
You may receive surveys for calls and requests you have logged with Support. These surveys may cone to you via email and can also be accessed on the Self Service Portal.
Answering a Survey Via Email
When you receive a survey via email, you will find at the bottom an MMA URL. This URL will take you directly to the Survey. Simply answer the questions and click submit!
Answering a Survey from the Portal
When you are viewing your completed tickets, whether they are calls or requests (Break/Fix vs. Requests for services or items) You may see that you have a survey waiting. You can click the Survey button to complete the survey.
By Default, the portal is designed to show you what it open and active, and items that are closed/complete do not automatically display. So, how are you supposed to look at those items and see if you have a survey?
Simply Search for the ticket number you wnt to view by putting it in the global search field, or, do ticket search and view your completed items from a list.
Locating Closed Tickets in the portal
There are 2 methods:
Enter the ticket number, if known, into the global Search
Access either My Requests or My Incidents and click the search option in the lower right corner
On the Search page, select your parameters. It is important to select for Resolved calls so you can see those that have been closed.
You may not see certain options if they have not been granted your security role.
Responding to A Survey from your Ticket
Once you have located the resolved ticket Click the item to open it in review mode
If there is a pending survey, the Survey link will be active
Click Surveys
The Surveys page loads and lists all of the Surveys you have open to you for this ticket.
Click an Incomplete Survey to open and Submit it.
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