Collecting feedback at mass is an incredibly useful tool – it helps you collect the data you need to make intelligent decisions about your team, customers, company, and processes. But unfortunately for most of us, we waste far too much time doing administrative survey work – from setting up every time you want to collect feedback, to tweaking the survey slightly, and more.

Polly’s pre-built and automated workflows takes away the hassle of setting up, but also adds the convenience of being trigger based so that way your survey delivery aren’t time-bound like traditional web and email surveys.

Here’s some guidance to using the out-of-the-box Polly workflows so you can collect feedback at scale automatically.


Employee Onboarding workflow

Human resource management is a difficult job — the people that you bring on, are your company’s biggest assets and investment. You want to make sure that your new hires are feeling properly supported, engaged, and more importantly, like a valued member of your company – and that’s where onboarding surveys come into play so you can really measure each employee’s sentiment throughout their tenure.

With Polly, you can automate this feedback collection process so you don’t have to constantly set up a survey every time someone joins the company. That frees you up to focus on the things that matter–the people, not the admin work.

Default configuration

You’ll notice that we did all of the heavy lifting for you: everything is already set up for you, you’ll just need to double-check that everything fits your onboarding needs and then you’ll be all ready to go. Here’s what we have already in place for you:

  • Workflow title (you can always change this!)
  • User joins Slack workspace is the configured trigger, but this can be any other trigger
  • All the templates will already be ready for you – responses by default are non-anonymous, and you’re able to view the questions before you run the workflow
  • User that joined the triggered channel is set as the action audience (the same new hire that joins the channel is the same person that will receive the survey)

Workflow in action

After you’ve configured your trigger settings, next up are Survey Templates. Gathered from our user research, we’ve put together 3 pre-made templates that makes the most sense for gathering feedback on your new hire: 7 days after they join the company, 30-day check-in, and a 90-day check-in once they’ve been with the company for 3 months.

Since the default workflow surveys new hires after their first week, one month in, and then 3 months in, the scheduled send dates are set up in that timeline as well.

But if your normal onboarding feedback timeline is a bit different, you can always change the scheduled send to follow that as well. We’ve seen our users do 7 days → 30 days → 90 days → 365 days, and so on so forth. It’s entirely dependent on your process — the workflow is meant to serve as a guide, but you can change as much of it as you please.

Once you’re ready, you can just hit Create Workflow which will now start running until you disable it. With the workflow running in the background, now you can really focus your time on the work that matters most, not the admin work. 🙌


IT Helpdesk Health workflow

Running a well-oiled and high performing IT team isn’t a small task, by any means — especially when things move as fast as they do in the IT world. At scale, it might not be as easy to get an understanding of how well your IT support agents are servicing tickets day in and day out. Most IT ticketing software out there does support collecting feedback from your colleagues, but it’s often an inundated process that is painful and complex to set up.

That’s where Polly’s IT Helpdesk Monitor workflow comes in — you can quickly measure the performance of your IT help desk while making it incredibly simple for you to set up without costing your customers’ precious time. This way, you’ll have a deeper insight into your team’s effectiveness and you’re armed with all the data you need to improve your team’s performance.

Getting started

If you’ve got some technical API knowledge, then you’re in the right place to get started with the IT Helpdesk workflow. Before we can even set up the workflow in Polly, we’ll need to connect with your IT service provider of choice – whether that’s ServiceNow, Jira ServiceDesk, Zendesk, or whatever tool you depend on day-to-day.

Since we don’t currently have an out-of-the-box integration with ticketing service providers (yet!), you will need to check with your provider whether you can send ticketing events data to Polly.

Now, let’s get to the fun part – putting together the workflow! You’ll notice that the workflow title and description is already laid out for you, but you can always change it.

Setting up the trigger

Here’s where the tricky part comes in. To kick off the workflow whenever a ticket has been closed, you’ll need to specify the API trigger.

By selecting the API trigger, you’ll need to call into the Polly API to trigger the workflow every time a ticket has been closed from your ticketing system, with the data that you send in the URL.

The URL should look something like this: https://api.polly.ai/v1/workflows.send?id=myworkflow&ticket_id=1234&agent_email=luke@polly.ai

Adding ticket metadata with trigger

From there, you’ll need to push over the metadata that you’d want to include in the survey template every time the trigger has been hit.

We’ve pre-defined some metadata that you could push over:

  • Incident ID
  • Reporter Email
  • Service Agent Email

But you can also choose to add more parameters, such as:

  • Time to Resolution
  • Ticket Priority
  • Ticket Type/Tag

Once these events are pushed to Polly, they’ll appear as fields that you can choose to include for context in the survey template. By default, they’re included in the post but you can unselect/select additional metadata and rename them at the same time (to something more user-readable, for example).

By selecting the metadata that will be displayed in the Action survey template, instead of being embedded in the survey question title, they’ll be appended to the top of the poll/survey like this:

  • Servicing agent: Luke
  • Ticket ID: 342934
  • Reporter: Nhi

Setting up the Workflow Survey

After you’ve set up the workflow trigger, you’ll just need to set up who will receive the survey, and the delivery of the survey.

Survey audience

To set the survey audience to the user, select the user parameter – the person that submitted the initial IT ticket (reporter email). This means that whenever a ticket has been closed, the same user that submitted the ticket will be served a survey asking for feedback on the quality of the service.

Send delivery

By default, we have the survey delivery set to 1 day after trigger so that the incident is still fresh in the users’ mind for feedback but isn’t immediate, but we’ve seen our users choose to delay it by several hours as well.

Sample rate (coming soon!)

If your IT team closes a high volume of tickets per day, it might not make sense to trigger the workflow and send a survey to the user every single time a ticket has been closed — you might want to choose to send the workflow only 20% of the time at random. We’ve configured the sample rate to 100% of all trigger events, but you can choose to change it to a smaller percentage so you’re not costing too much of your customers’ time. (smile)

Putting it all together

When everything’s all set up and you’ve hit Create Workflow, your workflow will automatically be set live – but it won’t be kicked off until your pre-defined trigger in your ticketing system has been hit. (smile)


Slack Adoption workflow

Rolling out Slack to a small company might seem like a pretty easy thing to 20 or 30 people — but migrating over hundreds or even thousands of employees to Slack can definitely seem a bit more daunting.

One of the most important parts of rolling out a new software tool, especially one like Slack that’s going to be company-wide, is to track your progress and be able to iterate quickly. The best way to do so is to have a constant pulse on your employees’ sentiment and usage of Slack after the deployment.

With the Slack Adoption workflow, timely feedback is collected at scale from all of your employees as you’re rolling out Slack — and because Polly is built for Slack, the interaction actually encourages users to continue to use Slack. The real-time feedback allows you to quickly identify any roadblocks that can be addressed or teams that are slow to adopt Slack, and make tweaks to improve.

Default configuration

You’ll notice that we did all of the heavy lifting for you: everything is already set up for you, you’ll just need to double-check that everything fits your roll-out process and then you’ll be all ready to go. Here’s what we have already in place for you:

  • Workflow title (you can always change this!)
  • User joins Slack workspace is the default trigger
  • All the survey templates will already be ready for you – responses by default are non-anonymous, and you’re able to view the questions before you run the workflow
  • User that joined the triggered channel is set as the action audience (the same new hire that joins the channel is the same person that will receive the survey)

Workflow in action

Based on our conversations with those responsible for ensuring a successful Slack rollout (IT admins, Slack customer success reps, CIO, etc.) we’ve found that capturing sentiment towards Slack prior to usage and then after a month or so of usage, was critical is measuring the effectiveness of the Slack deployment.

We’ve put together two, single-question pre-made survey templates that will allow you to get instantaneous feedback from your employees. Both of which are quantitative in nature so that you can quickly assess how your rollout is going from a high-level overview, but come with the option for your peers to provide qualitative feedback that’s crucial to understanding their objections or pain-points at scale.

The first asks a 1-10 question to gather their perception on Slack prior to actual usage, and then an NPS style question 30 days later to gauge the effectiveness one month after the roll-out. Once you’re ready, just hit Create Workflow and you can start collecting feedback on your Slack deployment at scale.