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Survey

Free

Enables the creation and distribution of customer satisfaction surveys linked to tickets to collect feedback and analyze service quality.

The Survey package for OTOBO (and OTRS CE) is an essential tool for quality management in the service desk. It enables the creation of detailed questionnaires that can be sent to customers manually or automatically. By linking surveys to tickets, feedback can be directly related to specific services. The module offers extensive configuration options for sending intervals (to avoid over-surveying customers) and exclusion criteria via regular expressions. Results are presented in clear statistics and can be exported for external analysis.

Features

  • Automatic Trigger

    Surveys can be sent automatically as soon as a ticket reaches a defined state (e.g., 'closed').

  • Diverse Question Types

    Supports various question types such as radio buttons, checkboxes, yes/no questions, and free-text fields.

  • Graphical Statistics

    Integrated graphical evaluations and statistics for analyzing customer satisfaction directly within the system.

  • Anonymization

    Surveys can be configured to store responses anonymously to ensure data privacy.

Categories

SurveyCustomer SatisfactionFeedback ReportingQuality ManagementCommunicationReporting & Analytics

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