Current survey: ask how it went in one tap

Settings › Service desk › Surveys picks the one tool that sends your satisfaction survey: CrewHu, SimpleSAT, your PSA's own surveys, or Current survey. Only one sends, so each person gets one survey. If you pick Current survey while another tool still looks switched on, Current asks you to turn that tool's survey off first and confirm it.

After someone on your team closes a ticket and asks for a rating, the requester gets an email in your brand with three faces in it: Great, OK and Not good. One tap answers. The email is in the requester's language once you approve that language under Languages; until then it is in your main language.

Some mail systems open every link in an email to check it. Current counts a tap only after the page has been open and in view for two seconds, and for the first minute a different face takes the answer back and asks the person to press one, so a link scanner is never counted.

After a Great, the thank-you page asks "Would you share this on Google?" and opens your Google review link, if you saved one under Google review link.

After a Not good, the page tells the requester who will reach out and by when: later today if it still fits in today's business hours, otherwise first thing next business morning. Current tells the person you chose under Who follows up (never the engineer on the ticket) and the company's account team, makes them a to-do on My Day due at that time, and drafts an apology that waits a few minutes for the requester's comment. Press Reopen and reply, read the draft and press Send. Current never sends an apology by itself. Mark the follow-up Made it right, Still unhappy or No answer when you are done.

When the requester answers "Yes, it's fixed" to "Did this fix it?", the ticket closes and, by default, no survey follows. Turn on Survey after "Yes, it's fixed" on the Surveys page to send the satisfaction survey then too; it goes out within the hour. It works with Current survey as your survey tool, it is off by default, and a ticket gets one survey at most, ever. We recommend leaving it off: the requester has just answered one question about this ticket, and a second ask right away feels like nagging. The rules under When Current skips a survey still apply, and turning the switch off stops any survey that has not gone out yet.

Current sends no survey when the requester was asked in the last 14 days, has had four in 90 days, already has a follow-up open, has had enough automatic emails today, or when the ticket came from a system rather than a person. The person who closed the ticket sees why. Turning off the Survey email under Customer emails also stops it, and the Surveys page says so.

• Add the Rating column from Columns on a board or in Ticket search, or the Survey rating filter. The built-in view Not good, follow up lists every ticket rated Not good or waiting on a follow-up.
• Dispatch and Up next show Rated Great, Rated OK, Rated Not good or Open follow-up beside a ticket.
• The ticket's Activity tab shows the survey from start to finish, and why Current did not send one when it did not.
• Survey answers count on dashboards, the Service report, the company page and relationship health, and a Not good marks the ticket Unhappy.
• Rules can start when The requester answers the survey, for any rating or just one.

Press Send me a test at the top of Surveys. The survey email arrives in your own inbox about a sample ticket; tap a face to see the page the requester sees. A test records nothing. A workspace admin changes the survey; a service manager sees every setting and the last 30 days, read only.