IT Support Ticket Feedback Form
This IT support feedback form helps IT departments measure the quality of their help desk services. Sent automatically after ticket resolution, it captures customer effort score, resolution satisfaction, technician performance ratings, and improvement suggestions. The form uses conditional logic to dive deeper when users report issues, and includes quick rating options for busy employees. Data from this form helps identify training needs, process improvements, and high-performing support staff.
Try the Form
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export function itSupportFeedback(form: FormTs) {
// IT Support Ticket Feedback Form
// Demonstrates: StarRating, EmojiRating, RatingScale (CES), ThumbRating, MatrixQuestion, conditional visibility, dynamic styling
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'IT Support Feedback',
computedValue: () => 'Help us improve our IT support services.',
customStyles: {
background: 'linear-gradient(135deg, #0891b2 0%, #06b6d4 100%)',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Ticket Information
// ============================================
const ticketSection = form.addSubform('ticketSection', {
title: 'About Your Support Request'
});
ticketSection.addRow(row => {
row.addTextbox('ticketNumber', {
label: 'Ticket Number (if known)',
placeholder: 'e.g., INC-12345'
}, '1fr');
row.addDatepicker('requestDate', {
label: 'When did you submit your request?'
}, '1fr');
});
ticketSection.addRow(row => {
row.addDropdown('issueCategory', {
label: 'What type of issue did you report?',
isRequired: true,
options: [
{ id: 'hardware', name: 'Hardware (computer, printer, phone)' },
{ id: 'software', name: 'Software installation or error' },
{ id: 'network', name: 'Network or connectivity issue' },
{ id: 'email', name: 'Email or calendar problem' },
{ id: 'access', name: 'Access/permissions request' },
{ id: 'password', name: 'Password reset' },
{ id: 'security', name: 'Security concern' },
{ id: 'new-equipment', name: 'New equipment request' },
{ id: 'training', name: 'Training or how-to question' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select issue type...'
});
});
ticketSection.addRow(row => {
row.addRadioButton('issueResolved', {
label: 'Was your issue resolved?',
isRequired: true,
orientation: 'horizontal',
options: [
{ id: 'yes', name: 'Yes, fully resolved' },
{ id: 'partial', name: 'Partially resolved' },
{ id: 'no', name: 'No, not resolved' },
{ id: 'pending', name: 'Still in progress' }
]
});
});
// Unresolved issue follow-up
ticketSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'Please describe what is still not working',
placeholder: 'Describe the remaining issue...',
rows: 2,
isVisible: () => {
const resolved = ticketSection.radioButton('issueResolved')?.value();
return resolved === 'no' || resolved === 'partial';
}
});
});
// ============================================
// SECTION 2: Resolution Experience
// ============================================
const resolutionSection = form.addSubform('resolutionSection', {
title: 'Resolution Experience',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null
});
resolutionSection.addRow(row => {
row.addRatingScale('effortScore', {
label: 'How easy was it to get your issue resolved?',
preset: 'ces',
alignment: 'center',
size: 'lg'
});
});
resolutionSection.addRow(row => {
row.addRadioButton('responseTime', {
label: 'How would you rate the initial response time?',
orientation: 'horizontal',
options: [
{ id: 'too-slow', name: 'Too slow' },
{ id: 'slow', name: 'Slower than expected' },
{ id: 'acceptable', name: 'Acceptable' },
{ id: 'fast', name: 'Faster than expected' },
{ id: 'very-fast', name: 'Very fast' }
]
});
});
resolutionSection.addRow(row => {
row.addRadioButton('resolutionTime', {
label: 'How would you rate the total resolution time?',
orientation: 'horizontal',
isVisible: () => {
const resolved = ticketSection.radioButton('issueResolved')?.value();
return resolved === 'yes' || resolved === 'partial';
},
options: [
{ id: 'too-long', name: 'Much too long' },
{ id: 'long', name: 'Longer than expected' },
{ id: 'acceptable', name: 'About right' },
{ id: 'fast', name: 'Faster than expected' },
{ id: 'very-fast', name: 'Very fast' }
]
});
});
// ============================================
// SECTION 3: Support Agent Rating
// ============================================
const agentSection = form.addSubform('agentSection', {
title: 'Support Agent Evaluation',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null
});
agentSection.addRow(row => {
row.addTextbox('agentName', {
label: 'Support agent name (if known)',
placeholder: 'Agent name...'
});
});
agentSection.addRow(row => {
row.addMatrixQuestion('agentRatings', {
label: 'How would you rate the support agent?',
rows: [
{ id: 'professionalism', label: 'Professionalism', isRequired: true },
{ id: 'knowledge', label: 'Technical knowledge', isRequired: true },
{ id: 'communication', label: 'Clear communication', isRequired: true },
{ id: 'responsiveness', label: 'Responsiveness', isRequired: true },
{ id: 'helpfulness', label: 'Willingness to help', isRequired: false }
],
columns: [
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
agentSection.addRow(row => {
row.addStarRating('overallAgentRating', {
label: 'Overall agent rating',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 4: Service Quality
// ============================================
const serviceSection = form.addSubform('serviceSection', {
title: 'IT Service Quality',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null
});
serviceSection.addRow(row => {
row.addStarRating('supportProcess', {
label: 'Support request process',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
row.addStarRating('communicationQuality', {
label: 'Communication quality',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
});
serviceSection.addRow(row => {
row.addStarRating('solutionQuality', {
label: 'Quality of solution',
maxStars: 5,
size: 'md',
alignment: 'center',
isVisible: () => {
const resolved = ticketSection.radioButton('issueResolved')?.value();
return resolved === 'yes' || resolved === 'partial';
}
}, '1fr');
row.addStarRating('followUp', {
label: 'Follow-up quality',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
});
serviceSection.addRow(row => {
row.addThumbRating('wouldUseAgain', {
label: 'Would you contact IT support again for similar issues?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 5: Overall Satisfaction
// ============================================
const satisfactionSection = form.addSubform('satisfactionSection', {
title: 'Overall Satisfaction',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null,
customStyles: () => {
const satisfaction = satisfactionSection.emojiRating('overallSatisfaction')?.value();
if (satisfaction === 'excellent' || satisfaction === 'good') {
return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
} else if (satisfaction === 'very-bad' || satisfaction === 'bad') {
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
return { padding: '16px', borderRadius: '8px' };
}
});
satisfactionSection.addRow(row => {
row.addEmojiRating('overallSatisfaction', {
label: 'How satisfied are you with the overall IT support experience?',
preset: 'satisfaction',
size: 'lg',
alignment: 'center',
showLabels: true
});
});
satisfactionSection.addRow(row => {
row.addRatingScale('recommendScore', {
label: 'How likely are you to recommend our IT support to colleagues?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
alignment: 'center'
});
});
// ============================================
// SECTION 6: Improvements & Comments
// ============================================
const improvementsSection = form.addSubform('improvementsSection', {
title: 'Suggestions for Improvement',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null
});
improvementsSection.addRow(row => {
row.addSuggestionChips('improvementAreas', {
label: 'What could we improve? (Select all that apply)',
suggestions: [
{ id: 'response-time', name: 'Faster response time' },
{ id: 'resolution-time', name: 'Faster resolution' },
{ id: 'communication', name: 'Better communication' },
{ id: 'knowledge', name: 'More technical expertise' },
{ id: 'self-service', name: 'Better self-service options' },
{ id: 'hours', name: 'Extended support hours' },
{ id: 'documentation', name: 'Better documentation' },
{ id: 'nothing', name: 'Nothing - great service!' }
],
alignment: 'center'
});
});
improvementsSection.addSpacer();
improvementsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Additional comments or suggestions',
placeholder: 'Share any other feedback about your IT support experience...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 7: Follow-up
// ============================================
const followUpSection = form.addSubform('followUpSection', {
title: 'Follow-up',
isVisible: () => {
const resolved = ticketSection.radioButton('issueResolved')?.value();
return resolved === 'no' || resolved === 'partial';
}
});
followUpSection.addRow(row => {
row.addCheckbox('needsFollowUp', {
label: 'I would like someone to follow up with me about my unresolved issue'
});
});
followUpSection.addRow(row => {
row.addEmail('followUpEmail', {
label: 'Email for follow-up',
placeholder: 'your@company.com',
isVisible: () => followUpSection.checkbox('needsFollowUp')?.value() === true,
isRequired: () => followUpSection.checkbox('needsFollowUp')?.value() === true
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summarySection', {
title: 'Feedback Summary',
isVisible: () => {
const satisfaction = satisfactionSection.emojiRating('overallSatisfaction')?.value();
return satisfaction !== null && satisfaction !== undefined;
}
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const category = ticketSection.dropdown('issueCategory')?.value();
const resolved = ticketSection.radioButton('issueResolved')?.value();
const agentRating = agentSection.starRating('overallAgentRating')?.value();
const satisfaction = satisfactionSection.emojiRating('overallSatisfaction')?.value();
const nps = satisfactionSection.ratingScale('recommendScore')?.value();
const npsCategory = satisfactionSection.ratingScale('recommendScore')?.npsCategory();
const improvements = improvementsSection.suggestionChips('improvementAreas')?.value() || [];
const categoryLabels: Record<string, string> = {
'hardware': 'Hardware',
'software': 'Software',
'network': 'Network',
'email': 'Email',
'access': 'Access/Permissions',
'password': 'Password Reset',
'security': 'Security',
'new-equipment': 'New Equipment',
'training': 'Training',
'other': 'Other'
};
const resolvedLabels: Record<string, string> = {
'yes': 'Fully Resolved',
'partial': 'Partially Resolved',
'no': 'Not Resolved',
'pending': 'In Progress'
};
const satisfactionLabels: Record<string, string> = {
'very-bad': 'Very Dissatisfied',
'bad': 'Dissatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
let summary = `IT Support Feedback Summary\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `Issue Type: ${categoryLabels[category || ''] || 'N/A'}\n`;
summary += `Status: ${resolvedLabels[resolved || ''] || 'N/A'}\n`;
if (agentRating) {
summary += `Agent Rating: ${agentRating}/5 stars\n`;
}
if (satisfaction) {
summary += `Satisfaction: ${satisfactionLabels[satisfaction]}\n`;
}
if (nps !== null && nps !== undefined) {
summary += `NPS: ${nps}/10 (${npsCategory})\n`;
}
if (improvements.length > 0 && !improvements.includes('nothing')) {
summary += `\nImprovement areas: ${improvements.length} selected`;
} else if (improvements.includes('nothing')) {
summary += `\nNo improvements needed - great service!`;
}
return summary;
},
customStyles: () => {
const satisfaction = satisfactionSection.emojiRating('overallSatisfaction')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (satisfaction === 'excellent' || satisfaction === 'good') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #0891b2' };
} else if (satisfaction === 'very-bad' || satisfaction === 'bad') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#e0f2fe', borderLeft: '4px solid #0891b2' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => ticketSection.radioButton('issueResolved')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your feedback helps us improve our IT support services. If you requested follow-up on an unresolved issue, a member of our team will contact you within 1 business day.'
});
}
Frequently Asked Questions
When should this survey be sent?
Send within 1-4 hours after ticket resolution while the experience is fresh. Avoid sending on ticket closure if the user reopened the ticket multiple times - wait for final resolution. Consider not sending for auto-resolved or spam tickets.
What is Customer Effort Score (CES)?
CES measures how easy it was for the user to get their issue resolved. It's a strong predictor of satisfaction and loyalty. The form includes a CES scale asking users to rate the effort required on a 1-7 scale, where lower scores indicate less effort.
How do I track individual technician performance?
The form can capture the assigned technician from your ticketing system and correlate feedback. Use aggregate scores across multiple tickets before drawing conclusions, and share constructive feedback privately with technicians.
What response rate should I expect?
IT support surveys typically see 15-25% response rates. Keep the form short (under 2 minutes), send at the right time, and consider incentives like entering respondents in a monthly prize draw.
How do I handle negative feedback?
Set up alerts for low scores to enable quick follow-up. The form includes an option for users to request a callback. Use negative feedback constructively for process improvement and technician coaching.