How HappySignals works

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

Simple by design

Human experience is complex. Understanding it should not be.

How work feels depends on the person, the moment and the technology in between. We have spent a decade making it simple to capture and simple to act on: about ten seconds for employees, clear answers for IT.

HappySignals Flow

A lot happens under the hood. Deploying it is simple.

Surveys, context, integrations, and benchmarks come together behind every answer. Getting started is simple: the integrations plug into the tools you already run.

Click any part of the diagram to see how.

It all starts from your employees.

Areas

Research-backed surveys and context knowledge

Enterprise services: one survey after every HR, finance, or facilities case.

Business services that run on your ITSM platform get the same survey as IT. When an HR, finance, facilities, or shared-services case is closed, the employee gets the 0 to 10 buttons, the reasons why, and the lost time, so a +49 in finance means the same as a +49 in IT.

What it means

Happiness and lost time per service, country, and desk.
The same factors and benchmark as IT. the 2026 benchmark puts lost time at 3h 27min per finance ticket and 1h 37min per HR ticket.
Targets and XLAs per business service, exactly as for IT.

What it requires

The business service on your ITSM platform.
The same integration as IT services.
The case fields you want to analyze by, for example service, category, and country.

Case closedHR service desk

Your case was closed. How happy are you with the outcome?

012345678910

Overall IT experience: a proactive survey about IT as a whole.

A proactive survey that isn't about one ticket, device, or tool, but about IT in general. Called overall IT experience in the product. It provides a baseline for everyone, including those 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.

IT Services: one survey after every incident or request.

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

What it means

Happiness and lost time per ticket, per service, team, channel, and country.
Per ticket type. Incidents and requests, reported separately or together.
Benchmarked against every other HappySignals customer.
With ServiceNow, scores are added back to the ticket for the agent to see.

What it requires

An ITSM integration. The ServiceNow store app, the BMC Helix plugin, the Ivanti Neurons integration from CTMS, or any tool that can send an HTML email with a signed link
The ticket fields you want to analyze 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: a proactive survey about working with IT.

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.

Enterprise applications: a proactive survey about one application.

A proactive survey aimed at the people who use a specific application. Called enterprise applications in the product. It tells you what frustrates the people depending on that tool. Hear it before the complaints reach the service desk.

What it means

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

What it requires

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

Laptops and computers: a proactive survey about the computer people use.

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 isn't 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 to raise an issue.

What it requires

Target audience. Active employees 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: a proactive survey about 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 employee group.
The reasons behind it.

What it requires

A target audience.
Delivery by email or Microsoft Teams.

Office environment: a proactive survey about technology in the office.

A proactive survey about the technology in the office: meeting rooms, networks, printers, and 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: a proactive survey about technology 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: a survey inside the ServiceNow portal.

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: a proactive survey about the AI tools employees use.

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, 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.

Data collection

How surveys reach users

Standardized survey structure

Email: the survey in the resolution or scheduled email.

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, Ivanti Neurons, or any tool that can send HTML emails.
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 Teams message.

A HappySignals bot delivered through Teams setup policies. Employees are matched to your Entra directory, and both ticket-based and proactive surveys can be submitted via 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 delivered 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 are delivered on the device.
No email, no login.

What it requires

A Nexthink subscription with Engage.

Happiness: one question on a 0 to 10 scale.

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 can be compared.
Benchmarked across all customers.

What it requires

Nothing from the employee beyond what they click.

Lost time: the work time the issue cost.

Employees estimate how much work time the issue cost them. Added up, it's the number leadership understands: our 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.

Factors: the reasons behind the score.

After the score, the employee picks the reasons why from a short list. Factors 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 the 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 measurement area.

Factors

Based on 882 responses with Factors

Show benchmarks

Positive 83%730 responses with Factors

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: an optional comment at the end.

An optional additional comment at the end. Translated automatically, summarized by AI, and always anonymized.

What it means

Translated from any of the survey languages.
Summarized 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. These could be the people who use one application, everyone who said their ticket was not solved, new hires, and so on. Answers come back as free text, summarized 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 randomly selected, 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

Context

Employee data: how the person works, not who they are.

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

Roles and responsibilities. Role, supervisory role, work with external customers, and variety of work. Roles are customized per organization.
Work routines. Time spent on a computer and share of remote work.
Technology mindsets. Problem solving, IT skills, and adopting new devices and software.
Working with AI. AI skills, AI usage, attitude towards AI, and influence of AI.
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

Operational data: ticket and people fields from your tools.

Fields come from your ITSM tool and your user directory through the integrations. 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.
A decision on which fields to send.

INC0048213 · resolvedServiceNow

Fields sent with the answer, your choice

CategoryAccess

Assignment groupService desk EMEA

Priority3, moderate

ChannelSelf-service portal

Reassignment count2

Caller countrySpain

Caller departmentSales

Business unitRetail

Technical data: what the device reports.

Reliability and performance scores, model, and age come from Nexthink's device data. They sit alongside the experience data, so a slow laptop and an unhappy employee are in 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

Pick an integration to see which parts of the record it fills. Employee data is always there: it comes from the survey itself.

Survey in

Resolution emailyour ITSM tool

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

012345678910

…/vote?ticket=INC0048213&c=3f9a…Signed by your server through the Hash API.

Four sources

Experience dataHappiness+8Lost time45 minReasonSolved on first contact

Employee data Enables segmentationRoles and responsibilities4 questionsWork routines2 questionsTechnology mindsets3 questionsWorking with AI4 questions

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

HappySignals platform

Home › Dashboard, simplified. Numbers are illustrative.

Data out

HappySignals API

GET /api/v2/responses{ "ticketId": "INC0048213",  "category": "Access",  "country": "Spain",  "factors": [{ "title": "Solved on first contact" }] }

Power BIOther BI toolsData lake

Responses, scores, and comments with their context.

Global benchmark

All customers

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

Every answer joined with its context and the benchmark.

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 combined 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, employee data, operational data, and technical data, combined 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 time scope, so a temporary dip doesn't affect the benchmark.
Benchmark views. Happiness and lost time, IT profiles, channels, and countries.

What it requires

The integrations above
Nothing for the benchmark; it comes with the platform

Platform

Experience Intelligence

Analytics: happiness and lost time by any filter.

The experience page filters the joined records however 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: questions answered from your own data.

Ask is our new conversational AI feature, 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 distills 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 selected time period.
What it runs on. Microsoft Azure OpenAI, deployed regionally for data protection.
Why it isn't 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 doesn't 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.

Where should we focus first?

Services - IncidentLast 90 days · 3,388 responses

Frontline workers using the self-service portal. They are 16% of responses but 31% of lost time, and the gap is not the issue type: office workers with the same access requests lose a third as much.

Group	Happiness	Lost time per ticket
Frontline workers, portal, access requests	+27	4h 22min
Office workers, portal, access requests	+53	2h 28min
All incidents	+49	2h 45min

Why. Top factor in this group: “I had to explain my case more than once”. 38% of their tickets were reassigned twice or more, against 9% overall.
How I know. Role from employee data, channel, category and reassignments from the ServiceNow ticket, score and lost time from the survey, all on the same record.

Next check: which assignment group receives these reassignments.

What you could ask next:

Which assignment group receives the reassignments?

Set a target for frontline workers on the portal

Write a summary for the service desk manager

Share: results on the ticket, on a screen, or in your tools.

Experience data is meant to be shown, not filed. Agents see it on the ticket, stakeholders see it on a live screen or a shared link, and the business gets it in its own tools.

What it means

Write-back to the ticket. Score, factors, and lost time stored on the ticket in ServiceNow.
Agent feedback dashboards. Feedback shown to agents inside ServiceNow.
Live screens and shared links. The share page keeps everything you have shared in one place.
Data export. For a proof of value and your own BI tools, through export or the API.

What it requires

Nothing extra; sharing is part of the platform.
The ServiceNow app for write-back and agent views.

Operationalized

Objectives: a shared goal for IT, visible to everyone.

An objective is a goal written in plain words and made visible to everyone on the platform. 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 everyone on the platform.
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? People 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 happiness or lost time level to reach.

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 colors 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: an improvement project on one area.

An initiative is an improvement project on one measurement area, with a name, a time frame, and 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: an experience target followed over time.

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

Impact: what changed, measured the same way.

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 can't 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's included

Everything in the platform, by category.

Some features subscription tier dependent.

Measurement areas

The service area is ticket-based; all other areas are scheduled surveys.

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: roles and responsibilities, work routines, technology mindsets, working with AI.
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 your 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.

8 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.
Ivanti Neurons for ITSM: CTMS integration for ticket-based and proactive surveys, with feedback available in Agent View.
Nexthink: Device reliability and performance data joined with experience data.
Microsoft Entra: People fields for groups, matching for Teams delivery, and single sign-on.
HappySignals API: Pull data out, or build your own integration. Hash API for signed links.
Any ITSM tool: HTML email with a signed link and a proof-of-origin hash.
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.

4 features