Surveys - How to filter customer satisfaction surveys that come from ServiceNow

Description

When some incidents are closed, a satisfaction survey is sent via email to the [service user | customer].  Incidents submitted from a SPA (Special Purpose Account) email account, may send the survey to all participants affiliated with that account, depending on its configuration.  Given the data being received from the current surveys, we do not want to restrict all SPA accounts from receiving these surveys.  But, in certain circumstances, it may be helpful to filter these requests into a bMail folder.

Survey data is very informative and helps us understand our [customer's | service user's] needs.  Further, the survey is only one question: How satisfied were you with the service you received, along with an optional text box to leave comments.  We strongly encourage you to take these surveys.

 

 

Caveat

Surveys originate from one of two places: our ServiceNow platform or an external survey service called HDI.  This article is in reference to surveys sent from our ServiceNow platform.  The logic can be applied to the other survey as well, but may require different text in the filter.

 

bMail Filters

Here is a link to an article describing how to build filters in bMail.  When selecting the filter criteria, add the following text to the Subject text box: Survey Invitation on OneIT Survey.   Then select the actions you wish to apply to the survey email.