---
title: Surveys
slug: admin-guide/surveys
docTags:
createdAt: 2025-05-21T07:36:10.650Z
---
After a ticket is resolved, the user can be asked to complete a survey about their experience.
The administrator can set up survey questions and rating scales, as well as the survey's visual appearance.
For example, a survey can look like this:
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/57YL09JV7bv2kJI2V3Mu1_image.png" size="68" width="763" height="232" position="center" darkWidth="763" darkHeight="232" showCaption="false"}
You can set up as many surveys as you want. Each survey can be associated with a ticket type or with a category.
Surveys can consist of:
- [One question](docId\:HtmBqRvb197r-4BbAsShM), included in the email informing the user of a successful resolution
- [Multiple questions](docId\:HtmBqRvb197r-4BbAsShM) on a dedicated survey web page
It is recommended to use only one type of survey throughout the system in order to maintain accurate analytics.
# Setting up an email survey
The email survey is included in the outgoing email template sent to the user upon ticket resolution or closure.
When the user clicks one of the survey icons in the email, their response is automatically sent back to the system via email.
Survey responses are recorded and reflected in the system's Analytics for reporting and evaluation purposes.
To include a survey in a resolution or closure email template, you have two options:
## Option 1: Contact ITCC support
If you are not familiar with editing HTML templates, you can submit a request to the [ITCC Support Team](https://support.it-care-center.com/) to insert the survey block into the relevant email event.
## Option 2: Manual Configuration (Advanced)
To set up an email survey manually on your own:
::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Outgoing Mail **and select the **Outgoing Mail **option that appears.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/WqO0j6P8xo0pCW6XVECAJ_image.png" size="54" width="917" height="886" position="center" darkWidth="917" darkHeight="886" showCaption="false"}
:::
:::WorkflowBlockItem
Search for or scroll down to the event to which you want to add a survey and select the Edit icon to open it.
(For closure emails: "Closure to Customer" or "Ticket was Closed." For resolution emails: "Resolution to Customer" or "Ticket was Resolved.")
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/zEFZ2pm6JtAvamUrnouiU_image.png" size="80" width="838" height="257" position="center" darkWidth="838" darkHeight="257" showCaption="false"}
:::
:::WorkflowBlockItem
On the dialog that opens, search for or scroll down to the template to which you want to add a survey and select the Edit icon.
:::
:::WorkflowBlockItem
Copy the HTML block below into Notepad (or any text editor), and replace [xxx@xxx.com](mailto\:xxx@xxx.com) with your actual outgoing email address.
```html
Send Us Your Feedback
```
:::
:::WorkflowBlockItem
In the email template editor, select the **Source** icon to switch to HTML view.
:::
:::WorkflowBlockItem
Insert the copied HTML block between the relevant sections of the email body.
:::
:::WorkflowBlockItem
Select **Save**.
:::
::::
# Setting up a web page survey
A web page survey enables you to include as many questions as you want.
The administrator can choose the rating scale. The options are:
- 1-3
- 1-4
- 1-5
The default is 1-5.
The administrator can choose if the icons appear as stars or smiley faces. Their colors can also be adjusted.
For example, your survey can look like this:
After the user completes the survey and selects Send, the survey results are added to the system's analytics.
For the user, a Thank You page opens.
The administrator can set up the Thank You page title and message on the same Survey page where you set up the survey itself.
## Using a web page survey
When you create a web page survey, you must attach it to a ticket type, a category, or both before using it.
When your survey is ready and attached to a ticket type or category, you need to set up the relevant outgoing email template to include a link to the survey.
Thus, the steps are as follows:
1. [Set up a web page survey](docId\:HtmBqRvb197r-4BbAsShM)
2. [Set up survey questions](docId\:HtmBqRvb197r-4BbAsShM)
3. [Attach the survey to a ticket type](docId\:HtmBqRvb197r-4BbAsShM)
4. [Attach the survey to a category](docId\:HtmBqRvb197r-4BbAsShM) (Optional)
5. [Embed a link to the survey in an email template](docId\:HtmBqRvb197r-4BbAsShM)
**To set up web page surveys:**
::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Survey **and select the **Survey Questions **option that appears.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/dZPmP1EGAjbDgLRS97VwS_image.png" size="60" width="1040" height="1010" position="center" darkWidth="1040" darkHeight="1010" showCaption="false"}
:::
:::WorkflowBlockItem
From the **Surveys** page, you can:
- [Add a new or edit an existing survey](docId\:HtmBqRvb197r-4BbAsShM)
- [Disable a survey](docId\:HtmBqRvb197r-4BbAsShM)
:::
::::
## Adding a new or editing an existing web page survey
You can add a new web page survey or edit an existing web page survey at any time.
**To add or edit a web page survey:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Surveys** page:
- To add a new survey: select **New Survey**
- To edit a survey: select the corresponding **Edit** icon
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/SCQGzLnhBsT-bwf68mE4w_image.png" size="74" width="536" height="102" position="center" darkWidth="536" darkHeight="102" showCaption="false"}
:::
:::WorkflowBlockItem
On the **Survey** page that opens, enter or edit the following survey settings:
| Field | Description |
| ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Survey name | Enter a meaningful name for the survey |
| Active | Toggle to activate the survey |
| Stars/smileys | Select to display the answers as stars or smileys |
| Stars/smileys range | Set the range of the rating scale; default 5 |
| Stars color | (Optional) Set your icons' color |
| Show logo | Select to display your organization's logo on the survey page
(Please note: the ITCC system does not support image upload for surveys by users; to display your logo, send it in .png format to the [ITCC Support Team](https://support.it-care-center.com/)) |
| Picture CSS | (Optional) Use to control your logo's height and width |
| Optional Comments Label | Enter a label for the optional comments textbox |
| Thank You Title | (Optional) Enter the title of the Thank You page the user sees after completing the survey |
| Thank You Message | (Optional) Enter the message of the Thank You page the user sees after completing the survey |
:::
:::WorkflowBlockItem
Select **Save**.
:::
:::WorkflowBlockItem
In the spreadsheet on the **Survey** page, set up the [survey questions](docId\:HtmBqRvb197r-4BbAsShM).
:::
:::WorkflowBlockItem
(Optional) To preview the survey, select **Preview**. A new browser tab opens, displaying the survey.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/oiKIYdbzf7mn0FHvqKrv2_image.png" size="50" width="314" height="92" position="center" darkWidth="314" darkHeight="92" showCaption="false"}
:::
:::WorkflowBlockItem
(Optional) To preview the Thank You page, select **Preview Thank You Message**. A new browser tab opens, displaying the Thank You page.
:::
:::WorkflowBlockItem
When you are satisfied with the survey, select **Save**.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/6oyKpJdKcrNAK6dl9jgwz_image.png" size="80" width="1992" height="1222" position="center" darkWidth="1992" darkHeight="1222" showCaption="false"}
:::
::::
## Setting up survey questions
The survey questions are entered in a spreadsheet on the Survey page.
When you create a new survey, the spreadsheet is initially empty:
Each question is entered into a separate spreadsheet row.
For example, the questions spreadsheet can look like this:
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/9W3f1fFvxbM-KNl03VfD9_image.png" size="90" width="872" height="284" position="center" darkWidth="872" darkHeight="284" showCaption="false"}
### Adding or editing a survey question
**To add or edit a survey question:**
::::WorkflowBlock
:::WorkflowBlockItem
At the top of the spreadsheet:
- To add a question: select **Add Row**
- To edit a question: select **Edit**
:::
:::WorkflowBlockItem
Enter or edit the question's settings:
| Field | Description |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------ |
| Seq | Enter this question's number in the sequence of questions |
| Global
:inlineImage[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/Hnlxaim5Wb50niPDRW512_image.png" alt caption size="10" width="56" height="50"} | (Optional) Click to enter or view translations of this question into other languages |
| Question | Enter this question's text |
:::
:::WorkflowBlockItem
On top of the spreadsheet, select **Save**.
:::
::::
### Deleting a survey question
**To delete a survey question:**
::::WorkflowBlock
:::WorkflowBlockItem
Click on the menu icon in the row you want to delete.
:::
:::WorkflowBlockItem
Select **Delete Row**.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/dZLFEqZIN8zDh3O7RVFn9_image.png" size="58" width="980" height="604" position="center" darkWidth="980" darkHeight="604" showCaption="false"}
:::
:::WorkflowBlockItem
On top of the spreadsheet, select **Save**.
:::
::::
## Attaching a web page survey to a ticket type
Each ticket type can have a default survey associated with it.
A ticket category can also have a survey associated with it. If a ticket's category survey is different from its ticket type survey, the category survey is used by the system.
**To attach a web page survey to a ticket type:**
::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Ticket Type **and select the **Ticket Type **option that appears.
:::
:::WorkflowBlockItem
On the **Setup Admin** page, on the left side menu, select **General Settings**.
:::
:::WorkflowBlockItem
From the **Default Survey** dropdown list, select the survey you want to attach.
:::
:::WorkflowBlockItem
Select **Save**.
:::
::::
## Attaching a web page survey to a category
You can attach a web page survey to a category.
For a ticket in this category, this setting would override the default survey set up in the ticket type.
**To attach a web page survey to a category:**
::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Categories **and select the **Categories **option that appears.
:::
:::WorkflowBlockItem
Search for or scroll down to the category to which you want to attach the survey and select the corresponding cell in the **Survey** column.
:::
:::WorkflowBlockItem
From the dropdown list, select the survey you want to attach.
:::
:::WorkflowBlockItem
Select **Save**.
:::
::::
## Embedding a link to a web page survey in an email template
You need to embed a link to a survey in an outgoing email sent upon ticket resolution or closure.
In the email sent to the user, the link appears with the text "Click here."
**To embed a survey link in an email template:**
:::::WorkflowBlock
:::WorkflowBlockItem
On the left side menu, select **Administration**.
:::
:::WorkflowBlockItem
In the search bar under **Search for Admin Configuration Options**, enter **Outgoing Mail** and select the **Outgoing Mail **option that appears.
:::
:::WorkflowBlockItem
On the **Outgoing Mail** page that opens, search for or scroll down to the event to which you want to add a survey and select the Edit icon to open it.
(For closure emails: "Closure to Customer" or "Ticket was Closed." For resolution emails: "Resolution to Customer" or "Ticket was Resolved.")
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/zEFZ2pm6JtAvamUrnouiU_image.png" size="92" width="838" height="257" position="center" darkWidth="838" darkHeight="257" showCaption="false"}
:::
:::WorkflowBlockItem
On the dialog that opens, search for or scroll down to the template to which you want to add a survey and select the Edit icon.
:::
::::WorkflowBlockItem
In the email template editor, insert
:::BlockQuote
\#SURVEY#
:::
into the place in the template where you want the link to the survey to appear.
::::
:::WorkflowBlockItem
Select **Save**.
:::
:::::
## Disabling a web page survey
You can disable a web page survey at any time.
**To disable a web page survey:**
::::WorkflowBlock
:::WorkflowBlockItem
On the **Surveys** page, select the **Edit** icon corresponding to the survey you want to disable.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/SCQGzLnhBsT-bwf68mE4w_image.png" size="54" width="536" height="102" position="center" darkWidth="536" darkHeight="102" showCaption="false"}
:::
:::WorkflowBlockItem
On the **Survey** page that opens, clear the **Active** checkbox.
::Image[]{src="https://api.archbee.com/api/optimize/zEVWKsZtpmpx-RIpALRPL/2V0IwZEE7ZRPVJRsAW3Uy_image.png" size="74" width="604" height="96" position="center" darkWidth="604" darkHeight="96" showCaption="false"}
:::
:::WorkflowBlockItem
Select **Save**.
:::
::::