What it is
Surveys lets you build a custom set of questions and distribute it two ways:
- Assign to staff — exactly like Document Reviews. Pick an audience (specific individuals, all staff in the org, or groups by department / tag) and they answer from My TATER → My Surveys.
- On ticket close (CSAT) — attach the survey to one or more Ops ticket categories. When a matching ticket is resolved or closed, TATER automatically emails a feedback survey to the requester (the classic customer-satisfaction flow) or the assignee, with a one-click response link.
A survey can do both at once. Every survey supports an optional anonymous mode where responses are recorded without linking them to an individual.
Question types
| Type | Use for |
|---|---|
| Single choice | One answer from a list (radio buttons) |
| Multiple choice | Any number of answers from a list (checkboxes) |
| Rating (1–5) | Satisfaction / quality scores — averaged in results |
| NPS (0–10) | Net Promoter Score — TATER computes the NPS automatically (% promoters − % detractors) |
| Scale (custom range) | A numeric scale with your own min / max |
| Yes / No | Simple boolean |
| Short text / Long text | Free-form comments |
For admins — building & distributing a survey
Open TATER Ops → Knowledge → Surveys (Admin role required).
seed_default_surveys MCP tool.
- Click + New survey and give it a title and optional description.
- Add questions with the question builder — pick a type, write the prompt, mark it required, and (for choice questions) list the options or (for a scale) set min/max. Use + Add question for as many as you need.
- Choose how it's distributed:
- Assign to staff → pick an audience: specific individuals, all staff in the org, or groups (departments / tags from your People directory). All-staff and group audiences are materialized from People at save time.
- On ticket close (CSAT) → choose the ticket categories that trigger it (or all categories) and who receives it — the requester (default) or the assignee.
- Both → assign it AND trigger it on ticket close.
- Optionally set an open and close date, a reminder lead time, and the anonymous flag.
Results
Click any survey to see aggregated results: per-question answer distributions (as bars), average ratings, computed NPS, and a list of free-text answers. For non-anonymous assigned surveys you also get a respondent roster (who has responded vs. who is outstanding). Export a summary with Export summary CSV.
For respondents
- Assigned surveys appear in My TATER → My Surveys. Open one, answer the questions, and submit — it moves to Completed. Cross-org: you see surveys from every organization that assigned you one, in a single queue.
- CSAT on a closed ticket arrives by email with a "Take the survey" link. The link opens a public response page — it works for anyone, including external requesters who don't have a TATER login. If the recipient is a TATER user, the request also shows up in their My Surveys queue.
Reminders
A weekly sweep nudges outstanding respondents — assignees who haven't answered an assigned survey near its close date, and ticket-feedback recipients who haven't responded yet. Reminders stop automatically once they respond, the survey closes, or the link expires (CSAT links are valid for 30 days).
Ticket-feedback (CSAT) reminders stop after two. The first reminder goes out no sooner than three days after the survey email, and each invitation gets at most two reminders. A reminder that could not be delivered still counts toward the two, so an address that keeps failing is not retried week after week. Reminders also stop if the recipient declines the survey.
No survey for automation-filed tickets. When a CSAT survey goes to the requester, TATER does not create a survey (and so sends no survey email or reminder) for a ticket that its own automation filed, such as a monitoring finding, an endpoint-agent ticket, a scheduled operations task, or a remediation circuit-breaker ticket. It also skips any recipient address that cannot be a person's mailbox (TATER's own system addresses, no-reply and bounce addresses, and malformed or multi-address entries), including on surveys that were already sent. Surveys sent to the assignee check only the assignee's address. An address that the outbound mail guard refuses is marked and never mailed again for that survey.
If a platform administrator has paused TATER's outbound mail, the sweep stops without using up anyone's reminders and picks up again the following week. This applies to both ticket-feedback reminders and assigned-survey reminders.
MCP tool reference
| Tool | Purpose |
|---|---|
create_survey | Create a survey with questions and a distribution mode (assign to individuals / all-org / groups, and/or trigger on ticket close) |
list_surveys | List the org's surveys with response counts and distribution mode |
get_survey_results | Aggregated per-question results — distributions, rating/NPS averages, and text answers |
seed_default_surveys | Add the built-in default IT CSAT survey for the org (idempotent) — fires on ticket close, emails the requester |
Related
- Document Reviews & Acknowledgements — the same assign-to-staff model for documents
- My TATER for end users — where the My Surveys queue lives
- TATER Ops overview — the Knowledge group and the rest of the Ops surface
- TATER Insights — the Survey Responses & CSAT report