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OTOBO Community Guide

Survey

Survey

Section titled “Survey”

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

Overview

Section titled “Overview”

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

Installation

Section titled “Installation”
  1. Package Manager
  • Log in to the admin area under System Administration → Package Manager.
  • Search for Survey and click Install.
  1. Command Line
  • Alternatively, install via console:
Terminal window
bin/otobo.Console.pl Admin::Package::Install /path/to/Survey-<version>.opm
  1. Refresh
  • After installation, reload the file system under System Administration → Refresh.

Configuration (SysConfig)

Section titled “Configuration (SysConfig)”

You can find all options under 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

Section titled “CronTasks”

For automation, the following CronTask modules must be enabled:

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  • SurveyRequestsDelete: Removes expired or outdated entries and results.

Usage in the Agent Interface

Section titled “Usage in the Agent Interface”
  1. Create a new survey
  • Menu SURVEY → Add: Define title, introduction text, sender address, and conditions.
  1. Add questions
  • Via Edit Questions, create various question types (Yes/No, Checkbox, Radio, Textarea, NPS) and configure answers.
  1. Set survey to live
  • Set the status to Master to activate invitations.
  1. View statistics
  • Under SURVEY → Overview, retrieve graphical evaluations and detailed tables.

Limitations

Section titled “Limitations”
  • Only one survey may have the status Master 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 length.

Support & Contact

Section titled “Support & Contact”