Using questionnaires to improve issues input
The Help Desk questionnaires are used to simplify discussions between employees acting as "call center agents" and customers; they include a series of questions to ask depending on the customer's needs and level of expertise. Once set up, this feature is automatically started when you create a Help desk issue from the Application Desktop or the Customer Portal.
Questionnaires simplify:
- the automatic input of the issue's external description,
- the input of the issue's fields,
- the calculation of the issue's resolution deadlines,
- the customized answers depending on the customer.
These questions are actually assertions displayed as pop-up messages in Akuiteo. The Help desk team must select the assertions as they are displayed.
Example
Question 1: Your computer brand is DELL / APPLE / ACER.
Question 2: The year of manufacture is before 2013 / in 2013 / after 2013.
Question 3: The Operating System installed is Windows / Mac OS / Linux.
You can add a dozen of questions like this to refine the input.

With the help of an Akuiteo consultant:
1 | Create an import file in text format including the list of questions you want to ask your customers. Make sure you create a tree structure: |
Example
Question 1: Your computer brand is DELL / APPLE / ACER.
Answer 1: DELL
Depending on answer 1, question 2 is enabled.
Question 2: The year of manufacture is before 2013 / in 2013 / after 2013.
Answer 2: before 2013
Depending on answer 2, question 3 is enabled.
Question 3: The Operating System installed is Windows / Mac OS / Linux.
Answer 3: Windows
2 | Once your file is ready, go to Tools > Setup > Help Desk setup > Other parameters > Questionnaires. |
3 | From the questionnaire search screen, click on Edit > Import of questionnaires. |
4 | Click on Browse and select the file. |
5 | Select the Tabulation separator and start the import by clicking on OK. |

You can now define the actions that will trigger the opening of a questionnaire when creating a help desk issue.
1 | Go to Tools > Setup > Help Desk setup > Other parameters > Questionnaires. |
2 | Start a search from the Questionnaire screen. |
3 | Select your questionnaire in the results list and modify it. |
4 | In the Questionnaire section, modify the data if needed and the validity dates. |
5 | Select No systematic additional question to block any comment entry in the selection's pop-up screen. |
6 | In the Linked objects section, select the following keywords: |
- Customer: To link a questionnaire to a customer. The questionnaire is displayed during the input of a new issue, when selecting the customer.
- Qualification of the issue: To link a questionnaire to the product type. The questionnaire is displayed during the input of a new issue, when you double-click on an issue's external description.
- Deadline calculation: To link a deadline questionnaire associated with the customer when dealing with Guaranteed Response Time and Guaranteed Fault Repair Time. The questionnaire is displayed during the input of a new issue, when you save the issue. It enables you to trigger the counter system.
- Complete task: To link a questionnaire to a task. The questionnaire is displayed when you double-click on the task's external description. Therefore, the help desk team member can enter a comprehensive description of the issue.
7 | In the Object type column, select the customers, tasks, etc. on which the questionnaire should be started. |
8 | Adjust the previous information by selecting the type of action to associate with a questionnaire in the Object code column. |
9 | Add a new object if needed then save. |
Your questionnaires are ready to be triggered as you enter information in the Help desk module of Akuiteo.