The article explains how to enable and manage additional survey questions based on the different categories of feedback (Positive, Neutral, and Negative). This enables you to gather more specific feedback and insights from your customers.

Enabling Additional Survey Questions

Enabling this feature allows you to create additional survey questions based on different types of feedback provided by the end user. To enable additional survey questions, follow these steps:

1. Go to Agent Portal > Admin Module > Satisfaction Survey > Additional Survey Questions.

2. Toggle the switch to enable Additional Survey Questions.
   
   

   
   
   

3. Determine whether to enable or disable additional survey questions for the desired feedback ratings.

4. If enabled, you can specify whether the additional survey questions apply to Ticket only or both Ticket and Chat.
   

   
   
   

Customizing Survey Questions by Brand and Language

You can customize survey questions for specific brands and languages to meet the unique needs of your customers.

1. Brand: This dropdown is located in the top left corner of the page. It allows you to select the specific brand for which you want to create additional survey questions, enabling you to tailor questions for different brands.

2. Language: This dropdown is located next to the Brand dropdown in the top right corner. It allows you to select the language for the survey questions, ensuring they are displayed in the customer’s preferred language.
   

   
   
   

Adding Additional Survey Questions

To add an additional question, follow the given steps:

1. Click the Add button, which is typically located below the feedback category selection. Select the appropriate Add button corresponding to the category you wish to add.
   

   
   
   

2. Type your question in the provided field. This field is usually located directly above the Add button.

3. Make your changes and click the Save option.
   

   
   
   

Please refer to the GIF below.

Editing Additional Survey Questions

To edit the additional question, follow the given steps:

1. Select the additional survey question you want to edit.

2. Click the Edit icon.
   
   

   
   
   

3. Make your changes and click the Save option.
   

   
   
   

Exporting Additional Survey Questions

You can export additional questions by clicking on the export option under the Additional Survey Questions tab. The selected brand and language will determine which additional questions will be exported.

Deleting Additional Survey Questions

To delete an additional question, follow the given steps:

1. Select the additional survey question you want to delete.

2. Click the Delete icon. A confirmation dialog will be displayed.
   

   
   
   

3. Select the Yes, Delete button to remove additional questions.
   

   
   
   

Troubleshooting

A question cannot be saved

• Most common cause: Question text exceeds 150 characters.
• Resolution: Shorten the question text to 150 characters or fewer, then click Save again.
• Also verify: The feedback category has not exceeded 10 questions.

The “additional questions” do not appear for a brand

• Most common cause: Additional Survey Questions are configured per brand.
• Resolution: Select the correct Brand in the Brand dropdown, then confirm the toggle and category enablement settings.

The wrong language version of questions appears

• Most common cause: Additional Survey Questions are configured per language.
• Resolution: Select the correct Language from the Language dropdown and verify the questions saved under that language.

Additional questions appear for Tickets but not for Chat

• Most common cause: Channel scope set to Ticket only.
• Resolution: Change the scope to Ticket and Chat (if required), then save.

Frequently Asked Questions

1. Is there a limit to the number of additional survey questions?
   Yes. You can add up to 10 questions per feedback category (Positive, Neutral, and Negative).

2. What is the maximum allowed length for an additional survey question?
   Each additional survey question is limited to 150 characters. Longer questions cannot be saved.

3. Can Additional Survey Questions be applied to all brands at once?
   No. Additional Survey Questions must be configured per brand using the Brand dropdown. There is no global “all brands” setting.

4. Can Additional Survey Questions be set per language?
   Yes. Additional Survey Questions are configured per language using the Language dropdown.

5. Can I apply Additional Survey Questions to Tickets only?
   Yes. When enabling additional questions, you can apply them to Ticket only or to Ticket and Chat.

6. Does enabling Additional Survey Questions overwrite existing CSAT survey templates?
   No. Enabling Additional Survey Questions adds extra questions based on feedback category; it does not overwrite existing templates.

7. Can I bulk upload additional survey questions?
   No. Bulk upload is not supported. Each question must be added manually.

8. Do Additional Survey Questions support conditional branching logic beyond Positive/Neutral/Negative?
   No. Additional Survey Questions are static based on the feedback category (Positive, Neutral, Negative). Conditional branching is not supported.

9. Can I view responses to additional survey questions in the Customer Satisfaction Report?
   Yes. If you enable Additional Survey Questions (follow-up questions) for CSAT, the responses are captured as part of the CSAT feedback and can be reviewed via BoldDesk’s CSAT reports/dashboard (in the detailed feedback view).

Related Articles

1. How to Manage and Enable Customer Satisfaction (CSAT) Survey Settings
2. Translating Customer Satisfaction (CSAT) Survey