12.1. Survey Setup-Templates and Triggers

The Setup tab is where administrators configure the content and delivery rules for customer satisfaction surveys.

Survey Templates

Templates define the look, rating scale, and wording of the survey.

1. Navigate to the Setup tab and ensure Templates is selected.
2. Click + New Template to begin creating a new survey.
3. Template Configuration:
   • Template name: A clear internal identifier.
   • Rating type: Choose between Stars, Numbers, or Emojis.
   • Rating scale: Define the maximum rating value (e.g., 5-star scale).
   • Rating labels: Define the labels for each rating level (e.g., "Poor," "Good," "Excellent").
   • Survey prompt: The main question asked to the customer (e.g., "How did we do?").
   • Comment prompt: Optional text prompting for additional comments.
   • Thank-you message: The message displayed after the customer submits feedback.
4. Default Template: Use the toggle to Set as default template.
5. Click Create template.
6. You can Edit or Set as default for existing templates via the Actions menu.

Survey Triggers

Triggers automatically send surveys based on specific events in Alga PSA.

1. Navigate to the Setup tab and click Triggers.
2. Click + New Trigger.
3. Trigger Configuration:
   • Survey template: Select the template to be sent.
   • Trigger type: Define the event that sends the survey, such as Ticket closed or Project completed.
   • Conditions: Refine when the survey is sent based on specific ticket or project attributes:
     • Boards: Filter by specific Ticket Boards (e.g., "General Support").
     • Statuses: Filter by specific Statuses (e.g., "Closed").
     • Priorities: Filter by specific Priorities.
4. Use the Trigger enabled toggle to activate or deactivate the rule.
5. Click Create trigger.
6. Existing triggers can be Edited or Deleted via the Actions menu.