We’re excited to introduce Ticket-based IT Experience 2.0.0 — bringing you more convenience in using different channels, more flexibility, visibility into the feedback your employees provide. Explore what’s new and update to the latest version!
This update makes it easier than ever to manage surveys across multiple channels while enhancing data accuracy and control.
Multi-channel support directly from the app
From now on, you can send surveys directly from the ServiceNow application via Teams and Service Portal without any separate components or implementation.
Surveys via Teams- You can now configure HappySignals Surveys via Teams directly in the Ticket-based IT Experience application:
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- No extra ServiceNow apps needed.
- Requires only the Teams app setup in Entra/Azure.
- Use survey and ticket fields to personalize your Teams message greeting or provide more context for the employees.
Surveys via Service Portal
- Application now comes with a ready-made widget for giving feedback about a ticket directly within your organisation Service Portal or Employee Center.'
Other Improvements
- Unified timestamps: Survey data now aligns with GMT time used in HappySignals Analytics — no more system time zone mismatches.
- Language consistency: Translated field values are now captured in your ServiceNow system language (defaults to English if available).
- Data Collection: Every response includes an anonymous but unique identifier by default.
- Disabling response rate calculation for specific tables is no longer supported.
- Improved survey tracking
- All ticket-based surveys are now recorded in the HappySignals Surveys table when sent, enabling better follow-up and multi-channel delivery.
- Flexible survey delivery setup
- Surveys can be triggered from workflows, business rules, or scripts — perfect for tailoring feedback collection to your internal processes.
- A single set of rules governs survey creation, and other channels simply reuse the same survey record for delivery. This ensures consistency and simplifies management across your survey ecosystem.
- Improved production safety
- Prevent survey notifications from non-production instances with new data preservers, instance mapping, and Entra ID validation.
- Advanced data mapping
- Extend survey content mapping through scriptable extension points. Support for global.HappyCustomConfig included.
See our update guide for the installation of the changes.