KACE Product Support

You might be able to...

Just curious would you want to do this every 5 tickets opened, every 5 per technician, or every 5 per submitter?

It would be every 5 tickets created or closed.

The trouble is the visible field is set at the queue level, not the ticket level.

What about using a third party survey company like survey monkey?

Not sure if they have the ability to turn only track every 5 request but might be something to look into.

I've asked for the same and have been told it is not currently possible. You might want to check http://kace.uservoice.com/forums/82699-k1000 to see if it's on the list and if so vote it up or add it if it's not.

We send out a survey request once per month (and use an external survey tool). This allows us to limit the number of people receiving the survey if we wish. Currently the KBox sends a report of the unique requestors for the past 30 days to our Helpdesk lead every month. She then uses that with a mail merge to contact the requestors and ask them to fill out the survey. We could theoretically just send that email to 20% of the users, but we decided it was better not to limit the potential number of surveys completed.

I used to have a report generated weekly to tell me who has had tickets closed this week, then I'd send them a link to a survey using an external tool. That way if someone had opened 20 tickets they still only got one survey. The other major benefit was that I could ask much more pointed questions to meet my metrics needs such as
Was your technician professional?
Did we initially respond to your ticket quickly?
How would you rathe the speed of resolution to your problem?
How would you rathe the correctness of our resolution for your needs?
etc.
etc.