Was your issue resolved?
Yes / Partly / No / Not sure
Separates a resolved ticket from a polite experience. A friendly answer can still leave the problem open.
IT service desk feedback form: ask after the fix
An IT service desk feedback survey asks the people who used the help desk whether their issue was fixed, whether they could keep working, and how clear the instructions were. Send it after a ticket closes, and keep it to a few questions that each lead to a decision. Read the answers by issue type, with the number of responses beside each result, before you change anything.
Question bank
Five good survey questions for feedback on help desk work
Could you keep working after the issue was handled?
Yes, fully / Yes, with a workaround / No / Not sure
Measures the cost left after the ticket closed, which is what the person actually lives with.
How clear were the instructions or the explanation we gave you?
Very unclear / Unclear / Neither clear nor unclear / Clear / Very clear / Not applicable
Tests whether the explanation worked without a second ticket.
How satisfied were you with how quickly we responded?
Very dissatisfied / Dissatisfied / Neutral / Satisfied / Very satisfied / Not applicable
Keeps the wait separate from the fix, so a slow reply is not blamed on the solution.
What would have prevented this ticket?
Optional open response
Surfaces the one change that would stop the same request from coming back.
Field blueprint
The form the person completes after the ticket closes
| Field | Type | Required | Why you ask it |
|---|---|---|---|
Ticket referenceUse the number from your ticket confirmation. | Short text | Optional | Lets the help desk link the answer to the closed ticket. Leave it blank if you do not have one. |
Type of issuePassword or sign-inEmail or calendarLaptop or hardwareSoftware install or accessNetwork or Wi-FiMeeting room equipmentOther | Dropdown | Required | Keeps each kind of work apart when you read the answers, so a password reset is not averaged with a laptop replacement. |
How you contacted the help deskOnline request formEmailChatPhoneIn personOther | Dropdown | Optional | Shows which channel people used to reach the help desk, so you can compare them. |
Was your issue resolved?YesPartlyNoNot sure | Single choice | Required | Separates a fixed problem from a closed ticket. |
Could you keep working?Yes, fullyYes, with a workaroundNoNot sure | Single choice | Required | Shows the impact left behind after the ticket closed. |
Clarity of the instructionsVery unclearUnclearNeither clear nor unclearClearVery clearNot applicable | Single choice | Optional | Tests whether the explanation worked without a second ticket. |
Speed of the first responseVery dissatisfiedDissatisfiedNeutralSatisfiedVery satisfiedNot applicable | Single choice | Optional | Keeps the wait separate from the fix. |
What would have prevented this ticketDescribe the cause if you know it. Please leave out passwords and personal details. | Long text | Optional | Captures the change that would stop a repeat, in the words of the person who hit the problem. |
May we contact you about this response?YesNo | Single choice | Optional | Makes follow-up a separate choice rather than a condition of answering. |
Email for a follow-upLeave this blank if you do not want a reply. | Optional | Gives a contact route only for people who asked for a reply. |
At a glance
Length check before you send it
10Fields
3Required fields
3Estimated time (minutes)
Estimate based on question types; actual completion time varies.
Read the results
Read the answers before you act on a score
Read resolved and keep-working answers together
A ticket can close and still leave someone without a working tool. Read the two answers side by side, not one in place of the other.
Compare the same kind of issue
A password reset and a laptop replacement are different work. Compare response times within one issue type, and say how many people answered each.
Set a minimum before you trust a trend
A handful of responses can swing an average either way. Decide the number you need before you read a trend, and show that number beside every result.
Keep individual technicians out of the first read
Comments that name one technician are useful for coaching when the ticket history supports them. They are not a score on their own, so check the ticket before any decision.
Turn repeated comments into a knowledge article
When the same cause appears in several comments, write the fix or the workaround into your knowledge base and link it from the close message on the ticket.
Mistakes to avoid
Survey mistakes that hide the real problem
Sending the survey before the ticket is resolved
A survey sent while the ticket is still open measures waiting rather than service. Send it after the close message, and hold it until a reopened ticket closes again.
Asking two things in one question
'Was the fix quick and clear?' hides which part needs work. Ask about speed and clarity as separate questions, each with its own answer.
Rating the person instead of the service
'How good was the technician?' mixes a person with the outcome. Ask about the fix and the service, and keep names out of the question.
Surveying only the tickets that went well
If the survey goes out only when a ticket closes as fixed, people who gave up on the help desk never answer. Send it for tickets closed without a fix too, so the result reflects the real experience.
Frequently asked questions
What should an IT service desk feedback survey ask?
Ask whether the issue was resolved, whether the person could keep working, how clear the instructions were and how the response time felt. Add one open question about what would have prevented the ticket.
How many questions should a help desk feedback survey have?
Keep it to a handful. A short survey is easier to finish when someone has just had their work interrupted, and each question should lead to a decision you would actually make.
Is a customer satisfaction questionnaire the same as a survey?
A questionnaire can be longer and cover several topics. For a help desk ticket, one short survey sent after closure is easier to answer and easier to compare across issue types.
Can employees answer a help desk survey anonymously?
They can answer without a name if the name and email fields stay off the form. A ticket reference still links an answer to a record, so do not call the survey anonymous when you keep one.
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How to build it
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