We are thrilled to release exciting improvements to the HappySignals Service Portal IT Experience application on ServiceNow. Read on for what’s new and update to the new app version today!
We’ve added response rates, more flexibility in when and how feedback is collected through the Service Portal and Employee Center, as well as better control over what data is passed to HappySignals Platform.
Release highlights
- Start tracking response rates for service portal surveys directly in the HappySignals Platform’s Measure page, alongside response rates for other surveys. See how much feedback you're getting and take steps to boost participation if needed.
- You can now map your ServiceNow instances to their expected HappySignals platform counterpoints, to prevent accidental data mixups between e.g. testing and production environments.
- We’ve added Data Preserver to prevent instance-specific HappySignals connection details (Endpoint, Shared Secret, and API-key) from getting copied between environments on instance clones.
Data mapping changes to simplify integration setup
We’ve streamlined the default data collection to speed up setup and reduce the need for manual adjustments by ServiceNow administrators:
- Unique but anonymous user identifiers are now collected by default. Hashed user IDs let you measure how many unique persons are represented in your survey responses, giving you a clearer view of data representativeness — without revealing anyone’s identity.
- Prefer not to collect hashed user IDs? You can adjust this default setting after updating to the latest app version.
- ServiceNow instance name is now included in HappySignals data by default.
- Field values are now collected and sent in your ServiceNow instance’s default language (except for Service Portal page titles).
- ServiceNow version information is no longer collected by default.
Plus, other improvements for a smoother experience:
- Simplified survey language configuration: The responder’s selected Service Portal session language is now automatically used for surveys, so they can answer in their preferred language.
- You can now use ServiceNow Scripted Extension Points to extend your data mapping more easily.
- Additional data mapping fields have been added to the application settings, giving you more flexibility around what data is collected and sent to HappySignals.
Survey widget updates for a smoother feedback experience
We’ve improved how we track survey activity to prevent over-surveying the same user:
- Instead of relying on browser cookies, the user’s last survey response and dismissal of survey elements are now stored persistently in their user preferences. This prevents surveying the same Service Portal user too frequently — even if they access the portal from different devices or browsers.
Other improvements
- Instant updates to survey and dismissal intervals: When ServiceNow Administrators adjust the settings for how long before survey widgets reappear for users, the changes will take effect immediately for all users — no need to wait for cookie expiration.
- Easier Call to Action positioning: Adjust the survey’s Call to Action element placement more easily, to better fit your Service Portal’s layout and content.
- Flexible page exclusions: Easily exclude the HappySignals survey elements from specific pages when measuring experiences across your whole Service Portal / Employee Center
- Enhanced privacy controls: Prevent PII data from being sent to HappySignals by collecting static page titles instead of dynamic ones on specific Service Portal pages.