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Feedback Form Builder

The Feedback Form Builder lets administrators design the customer satisfaction (CSAT) surveys that requesters receive after their tickets are resolved. Like the Form Builder, it is a visual designer — but instead of ticket forms, it produces the feedback surveys used to measure service quality.

Survey Scope​

Each feedback form is scoped so the right survey reaches the right requester:

  • Workspace — The workspace whose tickets the survey applies to.
  • Ticket Type — The ticket type the survey targets, such as Incident or Service Request.

When a ticket is resolved, BEAK ITSM selects the most specific published survey for that workspace and ticket type, falling back to broader defaults when no exact match exists.

Question Types​

Feedback surveys support the question formats commonly used for CSAT measurement:

  • Satisfaction rating — A scaled rating, such as an emoticon scale, capturing overall satisfaction.
  • Yes / No — A simple binary question.
  • Comment — A free-text box for open-ended feedback.

Building and Publishing a Survey​

  1. Open Feedback Form Builder from the left sidebar.
  2. Set the survey's Workspace and Ticket Type scope.
  3. Add and arrange questions, configuring each question's label and options.
  4. Save the survey as a draft while you work, then Publish it to make it live.

Note: Only one survey can be published per workspace and ticket-type combination at a time, so the system always has a single, unambiguous survey to send.