How HappySignals works

Measure, combine, understand, act, and measure again.

HappySignals Flow

How it all flows, integrates and links

Measure, combine, understand, act, and measure again. Click any part of the diagram.

It all starts from your employees

1 Measurement areas

Overall IT: how IT as a whole feels.

A proactive survey that is not about one ticket, device, or tool but about IT in general. Called Overall IT Experience in the product. It gives a baseline for everyone, including the people who never contact support.

What it means

A happiness and lost time baseline for the whole organization
The same reasons and comments as every other area
A trend to hold the other areas against

What it requires

A target audience from your user directory
Delivery by email or Microsoft Teams

Services: one survey after every ticket.

The only ticket-based area. When an incident is resolved or a request is closed, the employee gets the 0 to 10 buttons in the resolution email or in Microsoft Teams. One click, then the reasons, the lost time for that ticket, and an optional comment.

What it means

Happiness and lost time per ticket, per service, team, channel, and country
Benchmarked against every other HappySignals customer
With ServiceNow, scores are written back to the ticket for the agent to see

What it requires

An ITSM integration. The ServiceNow store app, the BMC Helix plugin, the Freshservice app, or any tool that can send an HTML email with a signed link
The ticket fields you want to analyse by, for example category, assignment group, channel, and country
A shared secret and an API key from HappySignals

Resolution emailServiceNow

Your ticket was resolved. How happy are you with the outcome?

012345678910

Collaboration with IT: how working with IT feels.

A proactive survey about the day-to-day relationship with IT, beyond any single ticket.

What it means

Happiness and lost time for the relationship, by group
The same reasons and comments as every other area

What it requires

A target audience from your user directory
Delivery by email or Microsoft Teams

Applications: how one application feels to the people who use it.

A proactive survey aimed at the users of a specific application. Called Enterprise Applications in the product. It tells you what is bothering the people who depend on that tool, before the complaints reach the service desk.

What it means

Happiness and lost time per application
The reasons, picked by the employees themselves
Comparison across applications and across user groups

What it requires

The audience for each application. Who uses it
Delivery by email or Microsoft Teams

Laptops & Computers: the proactive device survey.

Not tied to a ticket. A defined audience is asked about the computer they use every day, a few people each working day, so feedback is continuous rather than a yearly wave. By default a person is not asked more than once in seven days.

What it means

Happiness and lost time per month, by device model, age, site, and role
The reasons. Performance, reliability, policies, accessories, and so on
Reaches the silent majority who never open a ticket

What it requires

A target audience. Active users with an email address, from your user directory or ServiceNow
Delivery by email or Microsoft Teams
Optional fields for grouping, for example department and location, from the user table
Device data from Nexthink for the technical side

Mobile Devices: phones and tablets.

A proactive survey about the mobile device each employee uses for work, on the same rolling schedule as laptops.

What it means

Happiness and lost time per month, by model and group
The reasons behind it

What it requires

A target audience
Delivery by email or Microsoft Teams

Office Environment: the workplace itself.

A proactive survey about the technology in the office: meeting rooms, networks, printers, desks.

What it means

Happiness and lost time by site
The reasons behind it

What it requires

A target audience
Delivery by email or Microsoft Teams

Remote Work: working away from the office.

A proactive survey about how technology supports people when they work remotely.

What it means

Happiness and lost time by group and by remote-work share
Pairs with the employee data question on remote work

What it requires

A target audience
Delivery by email or Microsoft Teams

Service Portal: the self-service experience.

A survey inside the ServiceNow portal, so the people who help themselves are heard too.

What it means

Happiness and lost time for self-service
Reaches people who never open a ticket

What it requires

The ServiceNow service portal integration

IT Service PortalSearch the catalog

How is IT working for you right now?

012345678910

AI tools: whether people feel the difference.

A proactive survey about the AI tools employees were given. Usage data tracks adoption; experience data reveals impact. It shows which roles and functions gain from AI, where it adds steps, and who was never shown how to use it.

What it means

Happiness and time saved or lost, per tool and per group
The reasons behind it
Paired with the employee data questions on AI usage, skills, and sentiment

What it requires

The audience. Who has the tool
Delivery by email or Microsoft Teams

2 Experience data

Happiness: how it felt, in one click.

Every survey starts with one question on a 0 to 10 scale. Thousands of answers become a happiness score from -100 to +100 for any group you look at.

What it means

One question, answered in a few seconds
The same scale in every area, so areas compare
Benchmarked across all customers

What it requires

Nothing from the employee beyond the click

Lost time: the business impact.

Employees estimate how much work time the issue cost them. Added up, it is the number leadership understands: the 2026 benchmark puts it at 3.3 hours per incident.

What it means

Per ticket in Services, per month in the proactive areas
Translates experience into hours and money
Shows where fixing something pays back most

What it requires

One slider in the survey

Experience indicators: the reasons behind the score.

After the score, the employee picks the reasons from a short list. Experience indicators is the product name for these reasons. The list adapts to the score, positive reasons for a 9 or 10, negative ones for a 6 or below, and the order is randomized every time.

What it means

Explains why, not only how much
Shown in the local language
Different lists per measurement area

What it requires

Nothing to configure; the lists come with the area

Experience Indicators

Based on 882 responses with Experience Indicators

Show benchmarks

Positive 83%730 responses with Experience Indicators

Service was fast69%71%

My ticket was successfully solved66%67%

Service personnel's attitude52%54%

I only had to explain my case once45%42%

Service personnel's skills45%49%

I was informed about progress38%35%

Instructions were easy to understand35%37%

It was clear how to get help35%32%

Free-text comments: in their own words.

An optional comment at the end. Translated automatically, summarised by AI, and never shown with a name.

What it means

Translated from any of the survey languages
Summarised into themes
Quoted in Ask answers without identifying anyone

What it requires

Nothing extra

Question 3 / 3

In your opinion, where should we focus to continue creating good experiences for you?

0/20000

Type your answer

Please do not enter your personal details here

Skip and submitSubmit →

Additional questions: one open question of your own.

After the standard survey, IT can ask one follow-up question in its own words, open-ended, to exactly the people it concerns: the users of one application, everyone who said their ticket was not solved, new hires, one site. Answers come back as free text, summarised by AI.

What it means

Target by measurement area, score, the reasons picked, lost time, or context data such as location, service, team, or language
Each respondent sees at most one additional question; several matching questions are picked at random, and a question answered is not shown again
Results under Identify, Additional Questions: response rate, an AI summary of what people said, keyword search, translation, and an Excel export with the survey context
Typical questions. "We are starting a project to develop your CRM tool. What would you want us to improve?" or "What is the one thing IT could do better to make you happier at work?"

What it requires

A Member or Administrator drafts it in three steps: audience, question, time frame
An Administrator approves it; after that only the time frame can change

Active and completed

QuestionMeasurement area

We would like to hear more about your experiences when you chatted with our Service Desk. Could you tell us how to improve your experiences with that?

Services

We are aiming to improve our IT onboarding for new employees. Do you have suggestions for how to make it better?

All

We've just improved IT facilities in your meeting rooms. How do you feel about the upgrade?

All

What parts or processes in this application do you struggle most with using?

Enterprise Applications

3 Survey delivery

Email: the survey in the message they already get.

For ticket-based areas the 0 to 10 buttons sit in the resolution email your ITSM tool sends. For the proactive areas a scheduled email goes to a few people in the audience every working day.

What it means

Ticket-based. ServiceNow, BMC Helix, Freshservice, or any tool that can send HTML email
Proactive. The scheduled sender in the ServiceNow app
One click records the score; the rest follows on a page

What it requires

The notification template with the vote buttons
A signed link

Resolution emailServiceNow

Your ticket was resolved. How happy are you with the outcome?

012345678910

Microsoft Teams: the survey as a message.

A HappySignals bot delivered through Teams setup policies. Employees are matched to your Entra directory, and both ticket-based and proactive surveys can arrive in Teams instead of email.

What it means

Ticket-based and proactive surveys
Hosted in the EU

What it requires

Entra admin consent to read user details
A Teams admin to deploy the app by policy
The tenant mapped in your ServiceNow app settings

HappySignals · 09:12

How happy are you with your laptop? Tap a number from 0 to 10.

012345678910

Nexthink Engage: the survey on the device.

Through the Nexthink partnership the HappySignals survey can be delivered as an Engage campaign, without a single email.

What it means

Device surveys delivered on the device
No email, no login

What it requires

A Nexthink subscription with Engage

Nexthink Engagecampaign

HappySignals: How happy are you with your device? Takes ten seconds.

012345678910

4 Combined with

Employee data: who answered, without knowing who.

A few optional follow-up questions after a survey tell HappySignals how the person works, not who they are. The answers stay linked to that person's feedback for six months, so experience can be compared by role, location, and way of working. Nobody is identified; groups only.

What it means

Role and responsibilities, customised per organization
Work patterns. Remote work frequency, task variety, customer interaction
Technology mindset. IT skills, how they adopt new devices
AI usage, skills, and sentiment
Personas such as a sales account executive in the Madrid office, a remote worker, an administrator, or an office-based manager

Employees5,000 have responded to the employee survey.

Employee Overview

Role category5000

Frontline worker32%You

Operations employee27%You

Support functions17%You

Sales and relationships10%You

Product and marketing7%You

Other7%You

Share of remote work5000

2 to 3 days a week49%You

One day a week33%You

4 to 5 days a week18%You

IT skills5000

Rarely needs help57%You

Often needs help27%You

Helps others17%You

AI usage5000

Does not use AI58%You

Uses AI every once in a while35%You

Uses AI as much as they can7%You

Every answer arrives with its context, and with the benchmark.

The experience data is joined with the employee data of the person who answered and with the operational and technical record it came from. A score is never just a score: it belongs to a ticket, a device, a tool, a site, a role. The same joined records from every HappySignals customer form the global benchmark, so your numbers always sit next to how others really perform.

What it means

Experience data plus employee data plus operational and technical data, joined automatically
Nothing extra typed by the employee
The benchmark. Anonymized data from all customers, with the same questions and the same scale
Your scores use your own period, so a temporary dip does not move the benchmark
Benchmark views. Happiness and lost time, IT profiles, channels, countries

What it requires

The integrations on the right
Nothing for the benchmark; it comes with the platform

Four sources

Experience dataHappiness+8Lost time45 minReasonSolved on first contact

Employee dataRoleFrontline workerRemote work2 to 3 days a week

Operational dataTicketINC0048213CategoryAccessCountrySpain

Technical dataDeviceLT-7F2AModel14-inch, 2024Age1.4 years

One response

Joined record

Happiness+8Lost time45 minReasonSolved on first contactRoleFrontline workerRemote work2 to 3 days a weekTicketINC0048213CategoryAccessCountrySpainDeviceLT-7F2AModel14-inch, 2024Age1.4 years

No name, no email

Anonymized copy

Happiness+8Lost time45 minRoleFrontline workerCategoryAccessCountrySpainModel14-inch, 2024

No PII stored. Ticket, device and person removed

Global benchmark

All customers

Same questions, same scale. Yours sits next to everyone else's.

Operational data: the ticket and the person.

Fields come from your ITSM tool and your user directory through the integrations on the right. You choose which fields are sent.

What it means

Ticket fields. Category, priority, assignment group, channel, country, and with ServiceNow the number of reassignments
People fields. Department, location, business unit

What it requires

One or more of the integrations below
A decision on which fields to send

Fields sent with every answeryour choice

CategoryAssignment groupPriorityChannelCountryReassignment countCaller locationDevice model

Technical data: what the device itself reports.

Reliability and performance scores, model and age come from your device telemetry, today through Nexthink. They sit next to the experience data so a slow laptop and an unhappy employee are the same record.

What it means

Device reliability and performance scores
Model, age, manufacturer
Joined to the device survey answers

What it requires

A Nexthink integration
The field mapping agreed during onboarding

The deviceNexthink

Reliability score82

Performance score74

Model16" laptop, model D

Age3 years

Integrations

ServiceNow: surveys out, data back.

The HappySignals app from the ServiceNow store does both jobs. Ticket-based surveys go into the resolution email when an incident is resolved or a request is closed. Proactive surveys are sent by a scheduled job to a target group, a few users every day. Any ticket or user field can be sent along, including dot-walked ones such as the caller's country.

What it means

Sends surveys. Ticket-based and proactive, by email or Teams
Returns operational data. Any configured ticket and user field
Scores can be shown back on the ticket

What it requires

ServiceNow administrator access and approval to install from the store
Endpoint URL, shared secret, and API key from HappySignals
The notification templates where the vote buttons go

HappySignals on the ServiceNow Store →

Fields sent with every answeryour choice

CategoryAssignment groupPriorityChannelCountryReassignment countCaller locationDevice model

BMC Helix ITSM: surveys from the resolved email.

A plugin installed through the Deployment Package Manager signs the voting links. The buttons are added to the ticket resolved email template for incidents and work orders.

What it means

Sends surveys. Ticket-based
Returns the ticket fields mapped in the link

What it requires

BMC Helix ITSM (Remedy) 9.1.04 or later for the package manager, older versions by manual install
Instance URL and shared secret from HappySignals
The resolved email template

HappySignals on the BMC Marketplace →

Resolution emailBMC Helix

Your ticket was resolved. How happy are you with the outcome?

012345678910

Freshservice: surveys from the solved email.

An app adds the voting buttons to the "Agent solves the ticket" email. Scores, comments, and reasons are stored back on the ticket in six custom fields, and results appear in HappySignals in near real time.

What it means

Sends surveys. Ticket-based
Returns the ticket fields and writes the score back

What it requires

Six custom ticket fields
Endpoint URL, shared secret, API keys for both systems

INC0041233 · resolvedFreshservice

HappySignals score9

ReasonFixed on first contact

Lost time15 min

Nexthink: the technical side of the device.

Nexthink shows device reliability and performance scores. HappySignals shows whether employees are satisfied with those devices and whether the processes around them help or frustrate. Nexthink Engage can also deliver the HappySignals surveys without a single email.

What it means

Returns technical data. Reliability and performance scores
Can send surveys through Nexthink Engage

What it requires

A Nexthink subscription with Engage for delivery
The field mapping agreed during onboarding

Nexthink Engagecampaign

HappySignals: How happy are you with your device? Takes ten seconds.

012345678910

Microsoft Entra: who the people are, for the groups.

Your directory supplies the people fields the groups are built from, department, location, business unit, and matches employees to Teams so the survey reaches the right person there. Also the sign-on: SAML, Azure AD, Okta.

What it means

People fields for Operational data
Matching for Teams delivery
Single sign-on for the platform

What it requires

Entra admin consent to read user details
A field mapping for department, location, and business unit

From the directoryEntra

DepartmentLocationBusiness unitTeams user

5 Experience Intelligence

Experience Intelligence

Analytics: where the frustration is.

The Experience page cuts the joined records any way you need: by measurement area, service, assignment group, country, vendor, device model, or employee group. Happiness and lost time side by side, with trend lines and the reasons underneath.

What it means

Compare against the global benchmark, anonymized data from all customers
Compare inside your company. Teams, sites, vendors, regions
Compare periods. Target, baseline, or the previous period
The reasons, split into negative, neutral, and positive

What it requires

Nothing extra; it works on the joined records

Selection +49 3,388 responses

Last 60 daysvs.Baseline +49

Channel

Service Desk Provider

Country

Role

Ask: the advisor that knows your data, not the internet.

Ask is the AI experience advisor built into HappySignals. You ask in plain language and it answers from your own tenant: the joined records, the benchmark, and a decade of HappySignals experience data refined by experience management experts. It interprets the numbers, finds where people are frustrated and losing time, and distils it into what to fix first. It never browses the public internet and never changes anything.

What it means

How it works. A conversational layer on top of your HappySignals data; the answer uses the page you are on, your filters, and your time period
What it runs on. Microsoft Azure OpenAI, deployed regionally for data protection; the exact model version is not published
Why it is not a generic chatbot. General models know nothing about IT experience management; Ask is grounded in your data and curated HappySignals knowledge, with no public internet and no external sources
Your data stays yours. Only what you are allowed to see, nothing shared with other customers, no personal or identifiable information in answers, and your data is never used to train shared models
Safety. Content filtering, hallucination detection, encryption in transit and at rest, prompts logged in your tenant for 12 months for audit
What it does. Interprets, compares against the benchmark and inside your company, writes summaries, reports, and emails for stakeholders, and suggests the next question
What it does not do. No changes to data, surveys, or settings, no automated actions, no system of record; it supports analysis, it does not replace judgment

What it requires

A HappySignals platform user. Administrators and analysts; survey respondents never see Ask
Nothing extra to install; it is part of the platform

AI can make mistakes. Verify important information.

From comments, pull short quotes that show negative patterns. Group by theme and weight them

Services - Incident1 filter

The negative comment pattern is small in this sample, but it is concentrated in communication and process friction, not agent attitude.

Theme	Weight in negative pattern sample	What the comments show	Short quotes
Communication gaps and poor progress visibility	Highest, about 50%	Users lacked updates, ownership, or status visibility	“Way too much waiting between updates” “I didn’t know what was happening unless I asked” “The ticket sat there with no status messages”
Slow handling and delays	About 33%	Resolution felt slower than expected, often linked to weak communication	“it took longer than expected” “The process felt unclear and slower than needed”
Unclear instructions or next steps	About 25%	Guidance was hard to follow or not actionable	“The steps weren’t clear” “I wasn’t sure what to do” “I got a wall of text that didn’t really help”
Repetition and weak case continuity	About 20%	Users had to repeat context or felt the issue was not fully fixed	“I had to repeat the context more than once” “We often have the same problem”

This is based on a sample of 79 comments from 8,582 available comments in the current scope. Only 8 were clearly negative and 6 neutral, so treat the weights as directional, not exact.
The strongest negative pattern fits your current Experience Driver filter: Communication.
The next step is to validate these themes against low-score Experience Indicators, especially “I was informed about progress” and “Service was fast”.

If you want, I can next turn this into a tighter evidence pack: theme + quote + likely Experience Indicator behind each theme.

What you could ask next:

Simplify the answer for me

Which theme has the strongest negative impact?

Can you rank the quotes by severity?

How would you map themes to Experience Indicators?

6 Act

Objectives: one common focus for all of IT.

An objective is a goal written in plain words and made visible to everyone on the platform, so teams, vendors, and leadership pull in the same direction. Targets hang off it as the measurable part.

What it means

Written and edited by administrators, visible to every user
Quantifiable targets link to it as the success metrics
Initiatives and XLAs do the work underneath it

What it requires

An administrator to write it
At least one target linked to it

Lead with automation to drive efficiency

Why? Users need to be able to self serve as much as possible

What? Understand and improve all areas of IT that can be automated

Sponsor: KB
Level: Operational
Time frame: May 8, 2026 - Feb 6, 2027

···

6 linked Targets + Link Target

Name	Type	Target	Current	Trend	Responsible	Time frame
Services / Request	Happiness	+55	+66	5	-	-	···
Password Resets	Lost time	50m	1h 49m	58m	-	Feb 7, 2026 - Feb 6, 2027	···
Services / Incident	Happiness	+65	+66	6	-	-	···
SAP productivity	Lost time	4h	7h 25m	0m	-	Oct 8, 2026 - Sep 2, 2027	···
SAP Happiness	Happiness	+50	+34	0	-	Oct 8, 2026 - Sep 2, 2027	···
Automated requests	Lost time	30m	1h 28m	5h 47m	KB	Jun 7, 2026 - Feb 6, 2027	···

Targets: the number that says what good looks like.

A target is a happiness or lost time level for a scope you choose: a whole measurement area, or one country, service, assignment group, or any filter. The Experience page then colours every number green or red against it.

What it means

Happiness or lost time, per area or per group
Pick which target to compare against when several apply; the default comparison is your baseline
Click a target and the Experience page opens with its filters already set
The same targets back initiatives and XLAs

What it requires

An administrator to set it
A scope and a value

Name	Type	Target	Current	Trend	Responsible	Time frame
Services / Request	Happiness	+55	+66	5	-	-	···
Password Resets	Lost time	50m	1h 49m	58m	-	Feb 7, 2026 - Feb 6, 2027	···
Services / Incident	Happiness	+65	+66	6	-	-	···
SAP productivity	Lost time	4h	7h 25m	0m	-	Oct 8, 2026 - Sep 2, 2027	···
SAP Happiness	Happiness	+50	+34	0	-	Oct 8, 2026 - Sep 2, 2027	···
Automated requests	Lost time	30m	1h 28m	5h 47m	KB	Jun 7, 2026 - Feb 6, 2027	···

Initiatives: pick something and fix it.

An initiative is an improvement project on one measurement area, with a name, a time frame, a happiness target, and a scope: the area and the filters you chose on the Experience page. The fix itself happens outside HappySignals; the initiative shows whether it worked.

What it means

Start. Happiness in the seven days before launch
Current. Happiness in the last seven days
Change. The difference, overall and by category and reason
Notes to record decisions and actions

What it requires

A target, a time frame, and a scope

Improve / Initiative

EditShare

Improve agent skills in SAP

Measurement area

Services / Incident

Filters

CompetenceIT Support Profiles2Expand (3)

Start

+40

Current

+76

Change

↑ 36

Target

+90

Time frame

Jul 28, 2026 - Feb 26, 2027

Responsible

AugSepOctNovDecJanFeb

XLAs: a target for how it feels.

An experience level agreement, XLA for short, is a target for the experience, agreed the way an SLA is agreed for speed. In HappySignals an XLA follows an experience target over time for a chosen scope, with the same start, current, and change tracking as an initiative.

What it means

A happiness target per service, vendor, or area
Visible to the provider and the client from one set of facts
Tracked continuously, not reported once a quarter

What it requires

A target, a time frame, and a scope

Tracked and sharedField support, Madrid · 12 months

+58happiness, from +28 after the hand-off fix in March

Lost time per ticket: 2h 05min
Reassigned twice or more: 4%
Target: +60

7 Impact

Impact: the same measurement shows what changed.

Nothing stops after a fix. The same people keep answering the same questions, so the Improve section can show the change in the only data that counts: what employees say. The Overview adds it up over 12 months or all time, happiness and lost time side by side.

What it means

Happiness over time. The share of positive experiences, month by month, with your initiatives and XLAs marked on the timeline
Productivity gain. The cumulative change in lost time against the first month of the period, turned into work days saved
What made people happy. An AI summary of the positive comments, with the comments behind it
Top experience drivers and improvement highlights: which reasons and which groups are trending up most
Every initiative and XLA shows start, current, and change for its own scope
Notes on the trend mark what you changed, so the effect is visible on the line

What it requires

Nothing extra; the loop runs by itself
Measurement that never stops. A yearly survey cannot show impact

Happiness

20%More positive experiences

+53 ▲ 42Happiness (end of period)

Productivity

28%Productivity gain

1094Work days saved

Improvement Highlights

Happiness in these areas is trending up most during this time period

CompanyAcme Sales GmbH+51▲ 160

RoleProduct Engineer+52▲ 150

CountryGermany+45▲ 103

RoleFinance Assistant+43▲ 100

What made people happy

Based on 970 comments in 1338 responses

Users express high satisfaction with laptops due to their portability, long battery life, ergonomic design, and efficiency for design tasks.

95m

Battery seems to last really long

04.09.2026, 07:38

105m

Great because I travel a lot and do not always have a place to charge the battery

03.09.2026, 22:52

105m

Good for my design software where I need to see the whole canvas

04.09.2026, 09:41

Measured again, continuously, from the top

What is included

Everything in the platform, by category.

Some features subscription tier dependent.

Measurement areas

Where HappySignals asks. Services is ticket-based; every other area is a scheduled survey.

10 features

Services: One survey after every resolved incident or closed request.
Laptops and Computers: A scheduled survey about the computer they use every day.
Mobile Devices: Phones and tablets, on a schedule.
Enterprise Applications: The users of one application.
AI Tools: Whether people feel the difference from AI.
Overall IT Experience: IT as a whole, a baseline for everyone.
Remote Work: How technology supports people away from the office.
Office Environment: How technology works in the office.
Collaboration with IT: How working with IT feels.
Service Portal: The self-service portal, rated by the people who use it.

The survey

What every area collects, in about ten seconds.

13 features

Happiness: 0 to 10, one click.
Lost time: Work time lost, per ticket or per month.
Experience Indicators: The reasons behind the score, from a list that adapts to it.
Free-text comment: Optional, translated automatically.
Additional questions: One open question of your own, to exactly the people it concerns.
37 languages: Each person answers in their own.
Random order of reasons: So no reason is favoured.
Employee data: Two to five optional follow-ups from a set of 13: role, work patterns, technology mindset, AI usage.
IT profiles: Four behavioural profiles that group employees by how they relate to IT.
Survey fatigue safeguards: A few people a day, at least seven days between surveys.
Anonymous: Results in groups, never by name.
Linked for six months: Employee data follows the person's feedback for six months.
Accessible: WCAG 2.2 AA, partially conformant.

Delivery channels

Where the survey reaches people.

6 features

Email: Vote buttons in the resolution email or a scheduled email.
Microsoft Teams: A bot that delivers the survey as a Teams message.
Service portal: Surveys inside the ServiceNow portal.
Nexthink Engage: Delivery through Nexthink, no email needed.
Local office hours: Sent in working hours, weekends skipped.
No reminders: One ask, never a nag.

Integrations

The tools you already run send the surveys, return the data, or both.

9 features

ServiceNow: Store app. Ticket-based and scheduled surveys, any ticket or user field, agent widgets, scores written back to the ticket.
BMC Helix ITSM: Plugin that signs the links in the resolved email.
Freshservice: App that adds the buttons to the resolution email.
Cherwell: Installation guide on the support site.
Microsoft Teams: Survey delivery, matched to your Entra directory.
Nexthink: Device reliability and performance data joined with experience data.
Any ITSM tool: HTML email with a signed link and a proof-of-origin hash.
HappySignals API: Pull data out, or build your own integration. Hash API for signed links.
Single sign-on: SAML, Microsoft Entra ID, Okta.

Analytics

Happiness and lost time, cut any way you need.

10 features

Experience page: Any field as a filter, trend lines, and target, baseline, or previous-period comparison.
Dashboard: The overview across areas.
Measure page: Response volumes and survey health per area.
Benchmarks: Anonymized data from all customers, with the same questions and the same scale.
Employees page: Which groups are happiest and which struggle.
Feedback views: Every response with reasons and comments, never a name.
Lost time in hours: And in money, with regional labour costs.
Channel analysis: Satisfaction and lost time by support channel.
Country and vendor views: The same numbers per country and per provider.
Compare periods: Target, baseline, or previous.

Ask

The AI advisor built into the platform.

6 features

Ask: Plain-language questions answered from your own data, with the benchmark and the comparison inside your company.
Only your data: Answers respect your access, filters, and periods.
No names: Never shows personal or identifiable information.
Reports and summaries: Stakeholder-ready text in seconds.
Read-only: Does not change data, surveys, or settings.
Comment summaries: Themes from free text.

Improvement

Pick something, fix it, and see whether it worked.

7 features

Objectives: A common focus, written in plain words and visible to everyone.
Targets: What good looks like, per scope.
Initiatives: An improvement project on one area: name, time frame, target, scope.
XLAs: Experience level agreements: a target for how it feels, followed over time.
Start, current, change: Seven-day windows before launch and today.
Change by reason: And by context category.
Notes: Decisions and actions on the record.

Sharing and data out

The results go where the work happens.

6 features

Write-back to the ticket: Score, reasons, and lost time stored on the ticket in ServiceNow.
Agent feedback dashboards: Feedback shown to agents inside ServiceNow.
Data export: For a proof of value and your own BI tools.
API: Everything above, by request.
Power BI and Tableau: Through export or the API.
Shared with the provider: Client and provider work from one set of facts.