Surveys
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Overview
Service Desk provides two survey mechanisms, Surveys and Managed Surveys. Both begin with the building of a Survey Template, but they differ in how they are implemented.
Surveys
A typical Survey is associated with a ticket. An invitation to complete a survey can be generated when an activity is performed. Most Activity Notifications can be configured with a Survey, but almost always it is the Closed Activity that a Survey gets associated with. In order for a Survey to be operational for an Activity the Survey must be active, and the Survey must be enable on the Activity, and the Activity must be active.
An Area can be configured with a Survey, but it is still the Activity that initiates these Surveys as well. Consider the Activity's Survey as the default and the Area's Survey as an alternative. Once the Activity is triggered and it has an active Survey to trigger, if the ticket's Area is configured with a Survey, that Survey will be triggered instead.
Managed Surveys
Managed Surveys provide a means of sending a Survey in a single blast without having to associate it with a ticket. Managed Surveys give Surveys a ticket feel with Status, Activity Logs, and Assignees.
