Once logged in to Customer Thermometer head to Thermometers > Add new Thermometer > Helpdesk > Select ManageEngine
This will then open up your Thermometer Builder where you can create your survey and thank you pages.
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 ManageEngine within the Thermometer code.
The most common ManageEngine variables are shown below for you, however, you can add more if you wish.
These variables will capture the corresponding pieces of identifiable data from ManageEngine and present them alongside the recipient's feedback rating within your reporting.
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.
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 ManageEngine
Once you've finished designing your Thermometer, the 'Give me my Thermometer' section will provide you with your finished survey to embed into ManageEngine. Highlight your survey and copy the entire thing as you'll need to embed this into ManageEngine.
ManageEngine email templates don’t support HTML source code, so this is why we generate the survey in a simple copy/paste format with the links already embedded behind the icons.
Inside ManageEngine, visit Admin > Account Details > Notification rules. There are various options for where to add the survey buttons:
- E-mail user when a request is resolved.
- Acknowledge requester by e-mail when the request is closed.
- Acknowledge requester by e-mail when the request is updated.
You could also customize a Resolution Template within Admin > Helpdesk > Resolution Template.
You could also customize the survey template within Admin > User Survey > Survey Settings.
To complete the survey set-up, you can add descriptions below each icon if you wish, and even a short message below to reassure the recipient it’s just a single click:
The final result
Depending on the configuration/template that you’ve chosen, when a requested is updated / or resolved, your outbound email will contain the feedback buttons directly within the email itself:
When a customer clicks a rating, the response is instantly captured within your Customer Thermometer reporting area, alongside the recipient details, request ID and technician details – you can then use the Customer Thermometer reporting suite to generate a variety of reports drawing on this data.