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).
★ One-click IT CSAT — recommended for every org. Click ★ Default CSAT (or use the empty-state button) to add the built-in IT Support Satisfaction survey instantly. It's a standard task-completion survey — overall satisfaction, resolution speed, NPS (likelihood to recommend), "was your issue fully resolved?", and comments — that fires automatically when any ticket is closed or resolved and emails the requester a one-click response link. This is the fastest way to start collecting IT service-desk metrics. Seeding is idempotent (one per org), and afterward you can edit its questions, narrow it to specific categories, switch the recipient to the assignee, or make it anonymous. AI agents can enable it during onboarding with the
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).
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