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Key concepts

Measure and improve your ITSM workflow with user satisfaction surveys and review process tools.



  • Improve customer satisfaction, experience, and loyalty.

  • Develop an operational understanding of customer satisfaction.

  • Track agent performance and customer satisfaction trends.

  • Improve customer service skills.

Key features

  • Automated NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) reporting within JSM.

  • Assign and comment field for internal case reviews.

  • Customizable survey questions.

  • View customer tickets and survey history.

  • REST API to extract data.

Use cases

  • Customer help desk

  • ITSM service desk

  • Knowledge centered support (KCS)

What's next

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