Service delivery doesn't end at ticket closure. It is measured by what end users actually experienced. ManageEngine ServiceDesk Plus embeds a powerful survey engine into your ITSM workflows, enabling IT, HR, Finance, and Facilities teams to systematically capture satisfaction signals at scale, without leaving the platform.
Configure condition-based survey rules per module, control execution order by reordering rules, and set frequency controls to manage how often individual requesters receive surveys. Apply exclusion conditions to suppress surveys for specific request types, categories, or internal technician accounts.
Enable administrators to build surveys using diverse question types such as rating scales, multiple-choice, and free-text, with support for custom and prebuilt templates, with Zoho Surveys. Conditional branching logic guides respondents through relevant questions based on their answers, keeping surveys concise and contextual for each service interaction.
Whether measuring CSAT after incident resolutions, onboarding completions, or maintenance closures, every department configures its own rules and templates by extending the survey capabilities to HR, Facilities, and Finance.
Go beyond module-based feedback with adhoc surveys that reach all users or specific groups on a scheduled or recurring time interval. Associate saved templates to run broader organizational feedback and satisfaction reviews.
Generate survey reports that aggregates Zoho Survey responses and overall satisfaction scores, giving service desks the visibility they need to evaluate service quality over time and implement actionable improvements.
To learn more about how ServiceDesk Plus can help you build a structured, enterprise-wide feedback program, talk to our product experts.
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ServiceDesk Plus uses a rule engine that evaluates configured conditions when a request, problem, change, or release record is closed. When a record matches a rule's criteria, the associated survey template is dispatched to the requester automatically. Administrators can define up to 40 rules per module, set their execution order, and configure frequency settings to control how often individual users receive surveys.
