Zoho Survey FAQ's
What is the difference between SDP In-built Survey and Zoho Survey?
ServiceDesk Plus Survey: Use ServiceDesk Plus Cloud’s built-in survey functionalities to create and send surveys to users.
Zoho Survey: Integrate ServiceDesk Plus Cloud with Zoho Survey to create surveys and track responses with enhanced features.
Do clients need to pay for Zoho Survey integration?
No, clients are not required to pay additionally for the Zoho Survey integration.
What are the feature differences between Zoho Survey standalone and Zoho Survey SDP Integration?
The standalone Zoho Survey offers more features compared to the default integration with Zoho Survey in SDP Cloud. However, if you already have an existing standalone Zoho Survey account, it cannot be integrated with SDP Cloud.
Can I integrate a standalone Zoho Survey account with SDP Cloud?
No, a standalone Zoho Survey cannot be integrated with SDP Cloud.
How can I view Zoho Survey results in a single click?
To view survey results, navigate to Setup → User Survey → Survey Results and click on the score to see the result. You can also view survey results under each request's details page by going to Actions → View Survey Results.
Is it possible to retrieve comments from Zoho Survey?
Zoho Survey comments can only be accessed through Zoho Analytics.
How can I include request details in Zoho Survey?
Go to Setup → User Survey → Survey Templates, click the gear icon, select Configure Custom Variables, and name the variables to add them to the survey questionnaire. This applies only to templates where survey responses have not been received.
Can independent surveys be triggered to end users?
Yes, you can use Ad-hoc Survey under Setup → User Survey → Ad-hoc Survey to trigger independent surveys for users without waiting for request closure. Please click to know more, https://help.sdpondemand.com/configure-zoho-survey-settings
How can I configure notifications based on negative feedback?
In the survey templates, navigate to Setup → User Survey → Survey Templates, edit the template, go to the Hub, and create a new trigger with the required condition.
How can I delete or edit survey responses or results?
Once survey responses have been received, it is not possible to reset the score or delete the survey template directly. To do this, you must delete the associated responses. However, individual responses cannot be deleted separately as they are linked to specific requests. The request must be permanently deleted to remove the associated survey response.
Is it possible to trigger surveys for other modules?
Yes, surveys can be triggered for the Request, Problem, Change, and Release modules. Ad-hoc surveys can also be triggered.
Why am I getting an error message saying, “You’re not allowed to perform this operation” when editing the survey score?
Once responses have been received for a survey, it is not possible to reset the survey score.
Why are my survey results not populating?
Check if a score has been configured for the template under Setup → Survey Templates → Edit Template → Advanced Options → Score. Setting a score is mandatory for a survey.
Ensure that “Generate a public link for each individual response” is enabled under Setup → Survey Templates → Edit Template → Settings → Preferences.
I am receiving the message “Not Valid Auth Key” when accessing a survey link. What does this mean?
Survey links are valid for only seven days from the date the survey is triggered. After this period, users attempting to access the link will see this error. To resend the survey, go to the Request Details page, click Action → Send Survey for this Request, and a new survey link will be emailed, allowing the customer to complete the survey.
One can also resend the survey by navigating to Set up → User survey → Survey Results → Survey Backlog and click on the gear icon to resend.
15. Is it possible to create a custom variable to fetch data like Request ID, Module, Technician Name, and trigger an email based on conditions?
Yes, follow these steps:
- Navigate to Setup → User Survey → Survey Templates.
- Click on the gear icon near the template name and select Configure Custom Variables.
- Once configured, open the template and navigate to Hub → Trigger Email → Insert Variable.
- Custom variables can only be configured for survey templates that have not yet received responses.
- Additionally, custom variables can be added to survey questions.
16. Is it possible to add smileys as a rating scale for a survey?
Yes, navigate to the survey template and select "Rating Scale" as the question type. When adding the survey question, choose "Smileys" as the representation.
New to ADSelfService Plus?
Related Articles
Zoho Directory - ServiceDesk Plus Cloud (FAQ's)
1. What is Zoho Directory? Zoho Directory is an identity and access management (IAM) platform that enables organizations to securely manage user identities and their access to various applications, both within Zoho and third-party services. It ...Admin Related FAQ's
For detailed configuration steps, please refer to our Help Guide. 1. What is the architecture of ServiceDesk Plus Cloud and its framework? ServiceDesk Plus Cloud application is hosted in our proprietary SaaS framework in our own data centres . ...Zoho Flow - Automation Samples
Leverage Zoho Flow actions, an intuitive no-code solution to enhance triggers and workflows in ServiceDesk Plus Cloud. This enables seamless automation across third-party cloud applications. For example, you can configure a Zoho Flow action with a ...Change Module FAQ's
For detailed configuration steps, please refer to our help guide. 1. I am unable to see a few technicians when I click the Change Manager field. How can I make other technicians appear in the Change Manager list? The technicians have to be assigned ...General Integration FAQ
What are the direct integrations supported in SDP Cloud? IAM —> Local AD, Azure, Zoho Directory, Okta, Google SSO, Password Manager Pro, ADManager Plus. HelpDesk Management —> Microsoft Teams, Slack, Zapier, O365 (Outlook Actionable, Calendar, ...