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English

Deutsch
Español
Français
Polski
Português
Nederlands
Italiano

Survey ​

Compatibility OTOBO ≥ 11.0.x, Znuny ≥ 7.0.x

Overview ​

With the Survey plugin, you can send automated surveys to customers after their tickets are closed and analyze the results graphically in the agent interface. You define questions and sending rules, have invitations sent via a cron job, and receive both summaries and detailed statistics.

Installation ​

  1. Package Manager
  • Log in to the admin area under System Administration → Package Management.
  • Search for Survey and click Install.
  1. Command Line
  • Alternatively, install via the console:
bash
bin/otobo.Console.pl Admin::Package::Install /pfad/zu/Survey-<version>.opm
  1. Update
  • After installation, reload the file system under System Administration → Update.

Configuration (SysConfig) ​

You can find all options in Admin → System Administration → SysConfig → Core → Survey:

  • SendInHoursAfterClose: Delay in hours after ticket closure before invitations are sent.
  • AmountOfSurveysPer30Days: Maximum number of invitations per customer within 30 days (0 = unlimited).
  • CheckSendConditionService / TicketType / CustomerFields: Rules determining which tickets receive a survey.
  • DeletePeriod: Number of days after which older survey results are deleted.

CronTasks ​

For automation, the following CronTask modules must be enabled:

  • SurveyRequestsSend: Sends pending survey invitations.
  • SurveyRequestsDelete: Removes expired or outdated entries and results.

Usage in the Agent Interface ​

  1. Create a New Survey
  • Menu SURVEY → Add: Define the title, introduction text, sender address, and conditions.
  1. Add Questions
  • Via Edit Questions, create different question types (Yes/No, Checkbox, Radio, Textarea, NPS) and configure answers.
  1. Set Survey Live
  • Set the status to Master to activate invitations.
  1. View Statistics
  • Under SURVEY → Overview, retrieve graphical analyses and detailed tables.

Limitations ​

  • Only one survey can have the Master status at a time.
  • Changes to questions or answers after going live are restricted: New questions/answers cannot be added.
  • HTML rich text in questions may be displayed with limitations depending on its length.

Support & Contact ​