Satisfaction Survey Email #

The satisfaction survey email is sent to customers after their service request is completed. It contains a unique link that allows them to rate their experience without needing to log in.

What DMSI Service Management Adds
The satisfaction survey system — including the email, the survey form, and the results storage — is entirely new to this extension. Core has no survey or feedback mechanism.

When the Email Is Sent #

The survey email is queued when a request transitions to completed status. It is sent to the customer email address on record for the account associated with the request.

The email is not sent immediately — it is processed by the Action Scheduler queue. Under normal operation the delay is under one minute, but it depends on how frequently the Action Scheduler worker runs.

One survey per request: The system checks whether a survey has already been sent for a given request before queuing a new one. Re-completing a request that was previously completed does not generate a duplicate survey.

Email Content #

The survey email contains:
– A thank-you message referencing the completed request (by number and title)
– A single call-to-action button linking to the survey
– A plaintext fallback URL for the survey link

The Survey Link #

The link format is:

https://yoursite.com/customer-portal/services/satisfaction-survey/?token=XXXXXXXX

The token is:
– Unique per request — no two requests share a token
– Single-use — once the survey is submitted the token is consumed
– Valid for 30 days — after 30 days the token expires and the survey cannot be completed
– Not session-dependent — customers do not need to be logged in to use the token link

Disabling Survey Emails #

To stop sending satisfaction survey emails, navigate to Services > Settings > Notifications and uncheck the satisfaction-survey toggle.

Note: Disabling this toggle means no survey data will be collected going forward. Existing survey results already in the database are not affected.