Guide to Setting Up the Closed-Loop Ticket System

Topics:

Qualtrics
Qualtrics CX

The closed-loop ticket system is called the Tickets Task in Qualtrics. It turns a survey response, feedback submission, form, or application into a ticket, so you have one place to route it, track it, and act on it. Instead of that response getting lost in the data report, it goes straight to the right person to be resolved.

This guide walks agency staff through setting up the Tickets Task for the first time, covering key fields, naming conventions, and email notifications.

A tutorial covering this same workflow is available in the Qualtrics CX Workflows 101 video on the Qualtrics On-Demand: Your Training, Your Time page. We encourage you to use this guide together with the tutorial to get started. If you would like more help, join us for Qualtrics Office Hours or book a 1:1 session. We are here to help.

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Before You Start

Before you build your Tickets Task, make sure you have the following in place:

  • A Ticket Team/Owner with the people who will work the tickets. If you need a new team created, or need members added to an existing team, submit a Qualtrics Request in ServiceDesk Plus.
    • Naming pattern: Agency Acronym Project Name
  • A clear idea of what should create a ticket. Do not ticket everything.
  • Determine what type of data should be included in the ticket details and do you or plan to report on the ticket data. 
  • Set specific thresholds so your staff do not experience alert fatigue.
  • An agreement on who owns escalations if a ticket does not get resolved in time.
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Setting Up the Tickets Task

Adding the Tickets Task to Your Workflow

Before you get to the settings below, you need to add the Tickets Task itself:

  1. Go to the Workflows tab in your survey.
  2. Create a new workflow and choose Survey Response as the event that starts it.
  3. Add a task and select Tickets from the task list.
  4. Name your workflow Closed Loop System - Survey ID. 
    1. Example: Closed Loop - SV_1zudWjqRPswOXzg. If you need help locating your survey ID, see How Do I Locate My Survey ID?

For a full walkthrough of these steps, see Qualtrics Support: Tickets Task.

Once the Tickets Task is added, you can configure the settings below.

Priority

Set an expected turnaround time for each priority level:

  • Low: one week
  • Medium: 2 to 3 days
  • High: 24 hours

Ticket Name

Use this naming pattern: Agency Acronym - Project Name - Reference Detail - Ticket Key.

A good ticket name lets staff recognize and sort tickets at a glance, without opening them. Below are some good examples:

  • DOE - Procurement - Vendor Name - T-1234
  • DOM - Form Fest - Joe Smith - T-1567
  • DAS - Capitol Complex - Event Date: 01/01/2026 - T-15756

Note: Ticket names can be up to 255 characters long.

Ticket Group

Most projects do not need a ticket group. Some projects do use them, but this is a unique setup that usually comes with a bigger, more complex build. If you think you need one, talk to the Qualtrics Core team first so they can help you understand what your business need actually requires before you build it.

Ticket Team/Owner

This is the person or people who will actually work the ticket. You must enter something in this field before you can save.

Reminder: You may select your own name as the owner during testing only, but please refer to the Before You Start section above to request a Ticket Team/Owner in ServiceDesk Plus.

Important Notes:

  • If a ticket team is deleted, past tickets stay assigned to that team's former members. You will not be able to assign new tickets to that team.
  • If you request a rename of a ticket team name through ServiceDesk Plus, all past data stays intact. You will just need to search using the new name from then on.
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Notify all users in this team

  • We recommend leaving the Notify all users in this team when a ticket is created checkbox turned off. 
  • Instead, use a separate email‑workflow task. This gives you a custom message with a much better look and feel and allows you to send from a custom address rather than a generic system notification.
  • Review the Configuring Ticket Email Notifications section to ensure you’re following best practices.

Ticket Summary

This field is rarely used. You can typically leave it blank.

Ticket Data

Include all the information from the original survey or form that your ticket owner will need for reference.

  • Before you add fields, decide what data actually needs to be on the ticket. Think about what your ticket owner needs to act on the ticket, and whether you plan to report on that data later. If you plan to build a dashboard or pull metrics from your tickets, make sure the fields you need for reporting are included now, since adding them later will not apply to tickets created before the change.

Ticket Data

Include selected information from the original survey or form that your ticket owner will need for reference.

  • Before you add fields, decide what data actually needs to be on the ticket. Think about what your ticket owner needs to act on the ticket, and whether you plan to report on that data later. If you plan to build a dashboard or pull metrics from your tickets, make sure the fields you need for reporting are included now, since adding them later will not apply to tickets created before the change.
  • You can organize your ticket data fields into clearly defined sections using custom headers, instead of one long list. 
  • You can also add a Ticket Highlights section at the top of the ticket to show the three most important metrics or comments right away. This makes tickets easier to read and helps your team resolve them faster. 
  • Set the Response PDF as a Required Ticket Field, and set it to Response, No Expiry, or choose your own expiration. 
  • Important Note: If you rename a field, all data tied to that field name is removed from every ticket created with that task. If you change the name back, the data comes back too.
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Configuring Ticket Email Notifications

Once your Tickets Task is set up, add an Email Task right after it in the same workflow. This is the task that actually sends the notification when a ticket is created. See Qualtrics Support: Email Task for the full setup steps.

Once your Email Task is added, configure the following fields:

  • To Field: Google Groups and Teams Groups both work here. Anyone who manages the closed-loop system must also be a member of your Ticket Team. To add members or create a new team, submit a Qualtrics Request in ServiceDesk Plus.
  • CC and BCC Fields: These are optional. Adjust them as needed.
  • From Field: Do not use the default qemailserver.com address. Choose your agency's own email alias from the dropdown menu instead.
  • From Name: Pick a name people will recognize, one that clearly shows what program or process this ticket is about.
  • Reply-To Address: Use a do not reply address if you do not need more correspondence. Use a monitored inbox if you plan to respond to people.
  • Subject Line: Make it distinct so it does not get caught in spam filters. The ticket ID is already included as a unique identifier. You can add other piped text too, but keep each subject line unique.

Sample Ticket Notification

Here is an example of a customized notification to your ticket owners, using piped text mapped to your ticket data:

Hello,

A response has been received for your survey XXXXX Form.

Please click on the ticket ID to review the new response.

Ticket ID: # Ticket ID: Piped Ticket Key with a hyperlink to the ticket URL.

Note: Always use Other Protocol and open the link in a new window as a best practice. We have already updated this to match the product, but always test to confirm it works as expected.

Important Security Note: Do not include the Response Report or the Full Question text in ticket emails if the survey contains protected data.

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Follow-Up Surveys and Ticket Workflows

There are two ways to collect follow-up details on a ticket:

  1. Ticket Feedback Surveys. This is a linked survey. It is more advanced and more flexible.
  2. Follow-up questions built directly into the ticket task. This is the older, simpler option.

Note: If you think you need one, talk to the Qualtrics Core team first so they can help you understand what your business need actually requires before you build it.

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Additional Resources

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