How to View Customer Information and Survey Responses for a Ticket

How to View Customer Information and Survey Responses for a Ticket

Overview

SurveySensum allows users to view the customer details and survey responses associated with a ticket directly from the Tickets module.

This helps agents and support teams understand the customer's feedback, review their survey responses, and access additional respondent information without leaving the ticket.

When to use it:

Use this feature when you need to:

  • Review customer details linked to a ticket
  • Understand the survey feedback that triggered the ticket
  • Access respondent information for investigation or follow-up
  • View additional response metadata and contact properties

Key Use Cases

  • Review customer information associated with a ticket
  • Understand the customer's survey responses
  • Investigate customer issues using survey feedback
  • Access contact and system properties related to the response
  • Provide better context while resolving tickets

How to View Customer Information

Open the Tickets Module

  1. Navigate to Tickets from the main navigation menu.
  2. The Tickets page displays all available tickets.


You can view information such as:
  • Ticket ID
  • Customer Name
  • Survey
  • Description
  • Assigned Agent
  • Priority
  • Status

Open a Ticket

  1. Locate the ticket you want to review.
  2. Click on the required ticket.
The Ticket Details page will open.

View Customer Details

Inside the Ticket Details page, you can view the customer's information, including:

  • Name
  • Email Address
  • Phone Number
  • Associated Survey
  • Ticket Creation Date and Time


This information helps agents quickly identify the customer and understand the context of the ticket.

How to View Survey Responses

Open the Response Viewer

On the Ticket Details page:

  1. Click View Response.

The Response Viewer will open and display all survey responses submitted by the customer.

Review Survey Responses

The Response Viewer displays:

  • Survey questions
  • Customer responses
  • Ratings and scores
  • Multiple-choice selections
  • Text responses
  • Matrix or scale responses (where applicable)


This allows agents to review the complete feedback submitted by the customer.
InfoThe responses shown are the original survey responses submitted by the customer and are displayed exactly as recorded in the survey.

View Additional Response Information

Open More Info

Within the Response Viewer:

  1. Click More Info.

A side panel will open displaying additional respondent details.

Available Information

Depending on your survey setup, the More Info panel may include:

  • Contact Properties
  • Metadata Properties
  • System Properties
  • Browser Information
  • Device Details
  • Custom Contact Attributes
  • Additional Response Metadata

This information can provide valuable context when investigating customer issues or managing follow-ups.

InfoThe information displayed in the More Info panel depends on the contact properties, metadata, and system information collected during the survey response.

Best Practices

  • Review survey responses before updating ticket status.
  • Use the More Info panel for additional customer context.
  • Verify customer details before contacting respondents.
  • Use survey feedback to understand the root cause of customer issues.
  • Check associated contact and system properties when investigating tickets. 

    • Related Articles

    • What is Ticket Management? | How to Manage Customer Responses using Ticket ?

      Overview Ticket Management helps teams track, manage, and resolve customer issues raised through survey responses. When a customer shares negative feedback, requests support, or reports an issue, a ticket can be created to ensure the concern is ...

    • Ticket Reports

      Overview The Ticket Reports page provides insights into ticket activity, resolution performance, and ticket trends across your organization. It helps teams monitor support operations, identify recurring customer issues, track ticket resolution ...

    • Tags in Tickets

      Overview Ticket Tags help teams categorize and organize tickets based on common issues, themes, or workflows. Tags make it easier to group similar tickets, track recurring customer concerns, and generate more meaningful reports. They can be assigned ...