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Use limesurvey for ticketing systems to submit feedback

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2 years 4 months ago #242944 by eavenhuang
Use limesurvey for ticketing systems to submit feedback was created by eavenhuang
Please help us help you and fill where relevant:
Your LimeSurvey version: LimeSurvey Community Edition   Version 6.0.3+230424
Own server or LimeSurvey hosting: Own Server
Survey theme/template: Fruit
==================
We are running Zammad ticketing system and trying to use Limesurvey to work with it, basically our ticketing system will generate an email to customer once a ticket is closed, seeking their feedback by clicking the URL (we wanted to use the limesurvey URL for them to submit feedback). The question is, I don't know how to connect Zammand and limesurvey, I googled around and seems token feature in limesurvey could help, but I didn't see the token option in limesurvey, anyone knows if this is possible? We need to have the customer email address and ticket number in that URL and once customer clicks on that URL, he will be redirected to the correct limesurvey URL where he can submit feedback and the result will be collected and saved in limesurvey, later on we can have the reports based on the customer email address and corresponding ticket number.

Thanks a lot in advance!

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2 years 4 months ago #242947 by Joffm
Replied by Joffm on topic Use limesurvey for ticketing systems to submit feedback
Hi,
no need to use Google where you do not find anything useful.
Just read the manual
[url] www.limesurvey.org/manual/URL_fields/en#Start_URL [/url]
Here you see how you save GET parameters in your survey.

In your case:
Create two questions of type "short text", you may use question codes like "email" and "tid"
Then your URL like "myServer.com/limesurvey/123456?email=me@myemail.com&tid=ABC123





Of course you hide these two questions in your real survey.

Joffm
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2 years 4 months ago #242950 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Joffm,

I used Panel Integration to create customer values, Email and TicketID, and I can used the trigger in Zammad to include URL like  limesurvey.local/limesurvey/index.php/59...l=test.rachel@edu.cn , both email and ticket ID are variables in Zammad. However, it seems different from what you advised about prefilled? 

The other concern is that - how can we prevent repeated submission? I can't use cookie option because it's possible that we have one Email accont that needs to submit survey for many tickets. Any other possible approaches?

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2 years 4 months ago #242951 by tpartner
Replied by tpartner on topic Use limesurvey for ticketing systems to submit feedback

The other concern is that - how can we prevent repeated submission? I can't use cookie option because it's possible that we have one Email accont that needs to submit survey for many tickets. Any other possible approaches?
You will probably have to use tokens (created via the API).

- www.limesurvey.org/manual/Survey_participants/en

Have a look at this similar thread - forums.limesurvey.org/index.php/forum/ca...rchase-survey#242310
Cheers,
Tony Partner
Solutions, code and workarounds presented in these forums are given without any warranty, implied or otherwise.

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2 years 4 months ago #242953 by Joffm
Replied by Joffm on topic Use limesurvey for ticketing systems to submit feedback
Hi,

it seems different from what you advised about prefilled? 
.../limesurvey/index.php/596423?lang=en&TicketID=0001&Email=test.rachel@edu.cn

But this is exactly what I wrote: Two questions "TicketID" and "Email"

And to prevent repeated  submissions?
In your version there is included the plugin "statFunctions".
Just count the number of submissions of a TicketID.
Greater than 1 --> screen out.

Joffm
Volunteers are not paid.
Not because they are worthless, but because they are priceless

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2 years 4 months ago #242955 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Tony,

thanks for the information, I don't have expertise to use API Programming but that's what I can seek help from others.

if we allowed repeat submissions in limesurvey, can we make the resubmission update the old record, instead of creating new lines of record? There's an option in limesurvey saying about it, - If the survey is not anonymous and token-based response persistence is enabled, the user will update the existing responses. but it seems that the old record was not updated, it was new line being created each time:(

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2 years 4 months ago #242967 by tpartner
Replied by tpartner on topic Use limesurvey for ticketing systems to submit feedback

if we allowed repeat submissions in limesurvey, can we make the resubmission update the old record, instead of creating new lines of record? There's an option in limesurvey saying about it, - If the survey is not anonymous and token-based response persistence is enabled, the user will update the existing responses. but it seems that the old record was not updated, it was new line being created each time
Both "Enable participant-based response persistence" and "Allow multiple responses or update responses with one access code" must be enabled.

 
Cheers,
Tony Partner
Solutions, code and workarounds presented in these forums are given without any warranty, implied or otherwise.

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2 years 4 months ago #242969 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Tony,

I did what you advised but the result seems the same, I used this URL (with custom attributes) 3 times and I can see 3 responses there

I'm attaching the screenshots for your reference, anything I'm missing?

 

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2 years 4 months ago #242970 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Joffm,

Thanks for the additional information, I will try this out to see if it's possible. I'm using the relevantly new edition -  LimeSurvey Community Edition   Version 6.0.3+230424 

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2 years 4 months ago #242971 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Tony,

One more thing I'm not sure if it's related, but I use the open-access option for my survey, I didn't use the closed-access because I can't provide the access code for each and every customer who is welcome to submit the survey. They just need to click the URL and put their answers there, no access code to be pasted.

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2 years 4 months ago #242972 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
Dear Joffm,

I've activated the plugin but where I can see the option to use this statFunctions? I didn't find it in my survey settings or any options .

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2 years 4 months ago - 2 years 4 months ago #242973 by Joffm
Replied by Joffm on topic Use limesurvey for ticketing systems to submit feedback
You use these functions in ExpressionScript.
See the examples in the manual
[url] www.limesurvey.org/manual/StatFunctions [/url]

The last one refers to the check of unique TicketID.

And now you should be able to create a small prototype of this survey and provide the lss export.
An example is always better than only talking about it.
Volunteers are not paid.
Not because they are worthless, but because they are priceless
Last edit: 2 years 4 months ago by Joffm.

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2 years 4 months ago #242974 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
I'm sorry for all the questions but I'm kind of lost, I'm quite new to limesurvey but not knowing all the options (where they are and how to use them).
Here is my test case, in my screenshot I created two hidden questions, one to store the value of custom attribute called Email and the other one to store TicketID (I will include that from my ticketing system). The 3rd question is the real open one for the customer, where he/she submits the feedback.
I tried to create one more question using equation type to check the count of ticketID, but that didn't work.

I'm kind of lost where I can find these functions in ExpressionScript where is ExpressionScript. I saw the examples in the manual but honestly, I don't know what it talks about, I can use statCount(TicketID.sgqa[, submitted = 1][, self = true]) in a new question where it's equation type and put this expression in the Equation option field? (TicketID is my question code of the custom attribute.

Sorry again for all the questions, I'm still getting used to limesurvey and this has taken me days to figure out:(

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2 years 4 months ago #242975 by eavenhuang
Replied by eavenhuang on topic Use limesurvey for ticketing systems to submit feedback
I've tried to use Equation: statCountIf(TicketID.sgqa, TicketID.NAOK, 0, 1) but seems that's not how it works, I'm attaching my lss file, hope that you could help me on this. Thanks a lot for all the help!! It's really appreciated.

 

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2 years 4 months ago #242976 by tpartner
Replied by tpartner on topic Use limesurvey for ticketing systems to submit feedback

Dear Tony,

One more thing I'm not sure if it's related, but I use the open-access option for my survey, I didn't use the closed-access because I can't provide the access code for each and every customer who is welcome to submit the survey. They just need to click the URL and put their answers there, no access code to be pasted.
The participant settings only apply to closed access surveys.
Cheers,
Tony Partner
Solutions, code and workarounds presented in these forums are given without any warranty, implied or otherwise.

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