Service Titan Knowledge Base

Re-send a survey to a customer or edit a submitted surveyLast updated on 03/22/2022

Re-send a survey to a customer

If a customer has not responded to a survey, or if they didn't get the email, you can manually re-send the survey link to the customer.

  1. Navigate to the job.

  2. Click the Email tab under the job history.

  3. You will see a history entry that says Survey was emailed to <customer email address>. You will also see a copy of the email sent to the customer.

  4. Click the survey link. Note: This survey link will be available only if the customer has not responded to the survey.

    If the customer has already responded to a survey, the survey link will no longer be available - you will simply see the customer's survey response in the job history.

  5. When the survey page pops up, copy the survey URL.

  6. You may now re-send the survey link to the customer.

If a customer wants to re-take a survey / change their survey response

Note: Employee permission is required. Only employees with permission will be able to edit a customer's survey response. Permission must be enabled for Edit Job Completion Survey (Settings > Permissions). This permission is on by defaut for Accounting, Admin, Field Manager, and Dispatch roles. If you don't want employees to have permission to edit customer surveys, make sure this permission is off.

If the customer wants to change their survey comments or rating, the office manager (or someone with permissions) can go back to the survey to update it.

Navigate to the job, and click the blue job actions button. Click Take Survey, and enter the updated survey information.

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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.