Help Desk Feedback Template

How to Use the Helpdesk Survey Template?

Unlock the full potential of our help desk feedback survey template to gain valuable insights into your support services. Follow these step-by-step instructions to maximize the impact of this template

1. Access the Template

Click on edit this template, sign up with your details and you can directly start using the template in a minute. Alternatively, you can log in to Zonka Feedback and select the  Service Desk Satisfaction Survey from the survey templates library for quick setup.

2. Customize the Template

Tailor the survey to meet your specific business needs by:

• Adding Branding: Incorporate your logo, colors, and fonts to ensure the survey reflects your brand identity.

• Modifying Questions: Adjust questions to focus on aspects unique to your help desk operations, such as technical issue resolution or post-service follow-up.

• Adding Advanced Logic: Use survey logic to personalize the flow based on customer responses. For instance, direct dissatisfied customers to additional questions or escalate their feedback.

3. Choose the Right Distribution Channel

Selecting the appropriate channels to distribute your help desk templates is critical to maximizing response rates and capturing feedback from all customer touchpoints to improve desk support and reduce customer churn. Here’s how each channel can be utilized for help desk feedback:

• Email Surveys
  Send email surveys directly to customers' inboxes after their interactions with your help desk. Email surveys are excellent for detailed feedback and offer flexibility for follow-up communications. Personalize emails using macros (e.g., name or case ID) for a more targeted approach.

• SMS Surveys
  SMS surveys are ideal for quick feedback, particularly after ticket resolution or customer interactions. A concise message with a link to the survey ensures customers can respond effortlessly, even on the go.

• Web Widgets
  Embed surveys on your website to collect feedback during or after help desk interactions with website surveys. Use pop-ups or side tabs on support pages or FAQs to target engaged customers.

• In-app Surveys
  For software products or apps, deploy surveys directly within the platform with in-app surveys. Trigger feedback requests based on specific user actions, such as ticket closure or live chat completion, ensuring real-time feedback.

• Offline Surveys
  Use offline surveys, tablets, or kiosk surveys in physical support centers or service locations to gather in-person feedback. This approach is particularly effective for face-to-face interactions.

• QR Codes
  Generate and display QR code surveys on help desk receipts, support counters, or emails. Customers can scan the code to access the survey conveniently.

By selecting and combining these channels, you can ensure a wider reach and higher response rates, gathering comprehensive insights about your help desk performance.

4. Preview and Launch the Survey

Before launching, use the preview feature to ensure the survey:

• Aligns with your branding.

• Displays questions correctly across all devices.

• Maintains a logical and intuitive flow for respondents.

Once finalized, launch the survey through your chosen channels. Monitor initial responses to ensure smooth delivery and functionality.

5. Monitor Feedback and Perform Analysis

After the survey is live, track feedback in real-time using the analytics dashboard. For the Help Desk Feedback Survey, focus on:

• Customer Sentiment Analysis: Use AI-driven insights to evaluate satisfaction levels, detecting trends or recurring issues.

• Channel-Specific Performance: Identify which distribution channels yield the highest response rates.

• Actionable Insights: Analyze responses by key metrics like resolution time, agent expertise, and accessibility to pinpoint improvement areas.

Implement targeted actions based on feedback, such as retraining staff, optimizing response times, or enhancing support workflows. Close the loop by addressing customer concerns promptly and informing respondents about the improvements made.

Zonka Feedback's flexibility allows you to adapt the desk ticket template based on the specific nuances of your helpdesk interactions. You can seamlessly add or remove questions to match the evolving needs of your support services. Utilize this survey maker tool to gather actionable feedback and continuously enhance your helpdesk performance and improve customer service.

Key Features of Helpdesk Survey Template

Zonka Feedback is equipped with powerful features that help you collect customer feedback, analyze it easily, and work on it to improve agent performance.

1. Measure customer experience with helpdesk services via email: With Zonka Feedback, you can embed a help desk feedback survey in your help desk emails as email signature surveys, link metric surveys to support tickets to measure customer satisfaction metrics like NPS and CES and identify areas of improvement in the customer support or technical support process.

2. Customize the feedback form as per your needs: Zonka Feedback allows you to choose among 30+ question types including metric questions, add open-ended questions and comment boxes to collect rich survey data, use to make your survey dynamic, and use the multilingual surveys feature to survey the customers of different backgrounds and origins.

3. Analyze agent performance with actionable insights: Monitor customer service representatives performance with detailed team-wise performance reports to identify areas of improvement and agents who need further training, and access leaderboards to view individual ratings and performance of the agents.

4. Track and analyze feedback with real-time reports: The advanced reporting and analytics feature allows you to get actionable reports in real-time like snapshot reports, location insights, team performance reports, trends reports, text analytics reports, and response reports. 

5. View real-time responses and get response alerts: You can view feedback responses in real-time and add tags, notes, and tasks, to take appropriate action and close the feedback to improve customer experience. Moreover, you can activate real-time alerts and notifications for feedback and negative feedback as per the criteria set by you. This helps to take instant action on feedback and close the feedback loop effectively thereby improving customer experience and satisfaction.

Questions Types to Include in your Helpdesk Feedback Surveys

Diversifying your desk response templates examples questions is key to obtaining comprehensive insights from your customers. Here are various question types to consider integrating:

1. Rating Scale Questions

Effectively evaluate the performance of your help desk by incorporating satisfaction rating scales. You can utilize metric rating questions like CES survey questions to measure the customers’ perceived efforts in getting help from your helpdesk team and getting a job done. You can also use CSAT survey questions with various types of rating scales like::

• Likert scale survey

• Smiley rating or smiley face survey

• 0 to 10 opinion scale survey

• Thumbs up/down survey

Employing clear and consistent rating scales, such as a 1 to 5 or 1 to 10 scale, enables customers to express their satisfaction levels effortlessly.

2. Open-ended Questions

Gain deeper insights into customers' opinions and experiences by asking open-ended questions regarding issue resolution. Encourage respondents to share their thoughts on how well their concerns were addressed and resolved and the reasons behind their feedback ratings.

Analyzing open-ended responses involves identifying recurring themes, categorizing feedback, and extracting valuable insights to enhance your help desk services.

3. Multiple Choice Questions

Encourage effective and swift responses with questions featuring single or multiple response options, simplifying the feedback process for users. Try including questions that offer multiple response choices. Here's an illustration of a subsequent multiple-choice question:

What led to your dissatisfaction with our helpdesk procedures?

• Inadequate responsiveness from the team

• Insufficient knowledge and expertise among staff

• Support staff behavior

• Difficulty in raising a helpdesk ticket

• Unsatisfactory resolution provided

With Zonka Feedback, you can use question types like radio buttons and checkboxes (like those used in the above example) to create single-choice and multiple-choice questions, respectively.

Make Life Easy with Integrations

Zonka Feedback offers a wide range of native integrations with popular helpdesk and support tools like Zendesk, Freshdesk, and HelpScout. You can use the help desk survey template while using these tools at various touchpoints like when the ticket is raised, just after an interaction, an issue resolution, a ticket closure, a query resolution, a request fulfilled, and more.

Integrating the Help Desk Feedback Survey Template with various platforms ensures seamless data collection, automation, and analysis. Below are the integrations, their usage, and sample questions tailored to each.

1. CRM Integration

How to Use:

• Sync survey responses directly with your CRM to update customer profiles with feedback.

• Trigger surveys automatically after specific CRM events, such as closing a case or resolving a ticket.

• Use feedback to segment customers into categories like satisfied, dissatisfied, or neutral for better follow-ups.

Sample Questions:

• "Based on your recent interaction, how likely are you to continue using our services?"

• "What additional support could enhance your experience?"

2. Email Marketing Integration

How to Use:

• Embed surveys within email campaigns to gather feedback after help desk interactions.

• Schedule follow-ups with customers who didn’t respond to initial surveys.

• Use feedback to personalize future email communications.

Sample Questions:

• "How would you rate our customer service based on your recent experience?"

• "Did our team provide all the information you needed to resolve your query?"

3. Helpdesk Integrations

How to Use:

• Trigger surveys automatically when a ticket is closed or resolved in platforms like Zendesk, Freshdesk, or Intercom.

• Sync agent performance data with survey responses to identify training opportunities.

• Use responses to prioritize unresolved issues and improve helpdesk workflows.

Sample Questions:

• "Was your issue resolved to your satisfaction?"

• "How knowledgeable was the support agent handling your query?"

4. Marketing Automation Tools

How to Use:

• Automate survey distribution after specific customer interactions, such as completing a purchase or attending a webinar.

• Use segmentation from responses to target customers with tailored marketing campaigns.

• Integrate feedback data into automation workflows to trigger relevant actions, like sending apology emails to detractors.

Sample Questions:

• "What influenced your decision to reach out to our support team?"

• "Would you like us to follow up on your feedback? If yes, please specify how."

5. Data Visualization and Reporting Tools

How to Use:

• Sync survey results with tools like Tableau or Power BI to create customized reports and dashboards.

• Visualize trends in customer satisfaction, resolution times, and agent performance.

• Share insights with teams to inform decisions and track progress on feedback actions.

Sample Questions:

• "How would you describe your overall experience with our support team?"

• "What aspect of our service could be improved?"

6. EHR/Healthcare System Integration (For Healthcare Providers)

How to Use:

• Automate feedback collection after patient appointments, treatment sessions, or discharge.

• Sync survey data with EHRs to ensure seamless follow-up on patient concerns.

• Use feedback to enhance patient care processes and staff performance.

Sample Questions:

• "Were you satisfied with the care provided by our healthcare team?"

• "How easy was it to schedule your appointment?"

Key Benefits of Integrations

Integrations streamline survey processes, enhance data accessibility, and improve decision-making by providing actionable insights across platforms. Each integration ensures customer feedback is effectively utilized to drive service improvements and operational efficiency.

The Help Desk Feedback Survey Template is your ultimate tool for enhancing customer satisfaction and streamlining support operations. With its intuitive a de design, customizable questions, and powerful integration capabilities, it ensures you gather actionable insights to elevate your help desk performance. Book  a demo with our experts today and explore how Zonka Feedback can transform your feedback collection and analysis processes. Take the first step towards creating exceptional support experiences.