Once logged in to Customer Thermometer head to Thermometers in the white title bar > Click 'Add new Thermometer' button > Within a Helpdesk Ticket > Select ServiceNow
This will then open up your Thermometer Builder where you can create your survey and thank you pages.
The Question
This section of the builder is where you can choose the design of your survey including naming your Thermometer, adding your question and selecting your survey icons or uploading your own bespoke icons. The below video will demo all the customization which can be achieved in this section.
Connect your survey
In order for identifiable data about your recipients and senders to display within your reporting area, you first need to capture it. This would be done at the point that the email is sent, by including merge fields/variables from ServiceNow within the Thermometer code.
The most common ServiceNow variables are shown below for you, however, you can add more if you wish. Note that ${number} will display the Incident / Request / Requested Item number, depending on which ServiceNow template the Thermometer is inserted into.
Please also note that different instances in ServiceNow use different variables - please ensure you are using the right variables for the instance you're embedding your survey into.
These variables will capture the corresponding pieces of identifiable data from ServiceNow and present them alongside the recipient's feedback rating within your reporting.
Response options
In your Connect your survey area, you have additional response options. Here you can choose whether to enable a lockout and set your email alert notifications.
Separate multiple email addresses with commas.
Thank you page
It’s time to get those Thank you pages looking beautiful!
See below for a step by step walkthrough:
Embedding your survey into ServiceNow
Once you've finished designing your Thermometer, the 'Give me my Thermometer' section will provide you with your finished survey to embed into ServiceNow. Click the 'Copy to clipboard' button to copy your survey HTML to embed into ServiceNow.
In ServiceNow, go to your System Policy > Email >Templates area or in the filter navigator type ‘sysevent_email_action.list’ and press enter, this will give you all the email notification templates.
Select the relevant template and paste the HTML code above into the HTML Message box.
You could choose to create a new Template and assign a workflow to generate it OR customize the Template: “incident.ess.resolve” – which is preset to send on Incident closure:
Remember to switch to source mode, when pasting the Customer Thermometer embed code.
Alternatively, customize the “Incident commented” Template to add feedback buttons at each point in the thread – suitable for longer tickets.
Both systems are now connected. Responses and comments will be registered, alongside your customer data from ServiceNow, in your Customer Thermometer reporting area.
Setting up the writeback
We have a two-way integration with ServiceNow that will allow you to push your Customer Thermometer ratings back into ServiceNow against the ticket. If you’d like to see how to set this up please visit our ServiceNow write-back guide.