Issue
You are sending your survey from a system that is using variables within the survey code however, the variables are either failing to pull the data leaving a blank field or the variable is showing in it's original form within the reporting.
Reason
We use your system's variables to pull data from your system where the survey has been placed into Customer Thermometer, therefore if the variable is failing to pull through the data there are a few reasons why this can be.
1) Data not present.
The data itself is not present in the corresponding custom field in your system when the email containing the survey is sent. This means the variable will have nothing to pull through and therefore, may pull through just a blank space or a raw variable.
2) Incorrect variable.
The variable being used in the survey code is not compatible with the email template/signature where you have placed the survey. Some systems use different variables for different instances and templates therefore, you would need to ensure that the variable being used is correct for where you have placed the survey.
3) Link in variable.
If you are using a variable that pulls a link through e.g. [Ticket: Number (with link)], these essentially embed a link within another link, which can cause problems.
Resolution
Please see the below the different actions that need to be taken to resolve the issue depending on the reason above.
1) Data not present.
I would suggest reviewing the tickets within your system where the variable has failed to see if data was present in the corresponding custom field at the time the survey was sent. If a custom field was populated after the survey was sent the data would not have been pulled through. If the custom field is empty this would also explain why the date failed to be pulled.
Example: You are capturing the company name in custom 2 against the feedback rating in your reporting. You receive a rating where custom 2 is either blank or the raw company variable is displaying.
Check the ticket to ensure a company name is against the ticket, if not, this would be why it was not pulled through. If you then add the company, I'm afraid it will still not update in Customer Thermometer.
To avoid this, please ensure all data you are wanting to show against the rating in Customer Thermometer is populated before triggering your survey.
2) Incorrect variable.
To check whether you are using the correct variable, copy and paste the raw variables you have used in your survey code into the body of the email/signature that contains your survey, save and then trigger the email containing the survey to yourself or a colleague. So to confirm this would be the body of the email/signature template you are currently using.
If the variables still do not pull through any data into the body, this will confirm that the variables being used are incorrect for where the survey has been placed and you need to locate the correct ones to use.
3) Link in variable
We would suggest not using a variable that contains (with link). Once removed, the data should display as expected.