Populate Custom Fields with Survey Answers


Auto-populate ticket fields using answers from a survey.

Using responses from survey questions (e.g., Number in Party), you can populate ticket details, sort the Actions dashboard, and use in automation rules.

To map custom fields to survey questions:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Actions.
  3. On the Ticket Types tab, set the Group, Field Groups, and Field.
  4. Add the Field Name, Type, Display, and then click Save.
  5. From the left navigation, click Automation.
  6. Under the Surveys heading, click to edit or create a new action.
  7. Choose the survey, set filters, set the action details, and then choose the Custom Field (action) to map to the Survey Question.
  8. Click Save.

The next time a ticket is created based on the selected survey, the respondent’s survey answer will automatically populate within the ticket details.