Skip to content
Help Center
Submit a request Sign in

Tags

Configure custom survey questions

Updated Thursday, October 29, 2026 · Marc Staine

Survey fields define reusable questions and response choices for survey forms. Clear labels and manageable choice lists make customer answers easier to complete and analyze.

Applies to: Supportbench Core. Location: Settings → Customer surveys → Custom fields survey. Editing requires Administer fields.

Before you begin

  • Editing requires Administer fields. A list that you can view may still be read-only.
  • Choose one useful question and the answer format needed for the operational decision. Reuse an existing field when its meaning and choices already fit.
  • Verify the saved configuration and then a controlled example in the consuming workflow. A successful settings save alone does not prove the operational result.

Configure and verify

  1. Open Settings → Customer surveys → Custom fields survey. Choose New Field or open the intended question.
  2. Enter the question Name and other required details, select the intended Type and review Active. Use the types offered by your account.
  3. Choose Save Changes and reopen the field. To maintain a selectable choice list through this editor, the field must be the Drop down type.
  4. For a saved Drop down question, open List Items and choose New Item. Enter the choice Name, review Parent, Order and Active, then save. Repeat for the intended choices. Parent applies to a choice item, not to the question itself.
  5. Open Settings → Customer surveys → Survey forms, select the intended form and use Questions to include the saved field in the appropriate order. Save the form.
  6. Choose Preview on the form and inspect Survey Page. Check the wording and available choices, then complete an approved test response through the intended survey path. Creating a field alone does not place it on a form or send a survey.

Settings reference

Question definition

SettingWhat it controlsHow to choose
NameInternal field identity, up to 50 characters.Use a name administrators recognize.
LabelCustomer-visible wording, up to 250 characters.Ask one clear question.
DescriptionAdministrative explanation, up to 250 characters.Explain the purpose and expected interpretation.
TypeChooses the supported response control.Match the control to the information needed.
OrderPresentation order.Keep related questions together.
ActiveControls availability for new selections.Review form usage before deactivation.

List choices

SettingWhat it controlsHow to choose
List item nameChoice text, up to 200 characters.Use concise, mutually understandable choices.
ParentOptional hierarchy for list choices.Use grouping only where it improves selection.
Order / ActiveOrdering and availability of each choice.Keep common choices easy to find and review historical usage before changes.
Save / Delete choiceMaintains list options.Inspect references and the displayed confirmation before deletion.

Behavior to know

  • Survey questions belong to survey forms; creating a field alone does not add it to every form.
  • Review existing response and form references before deleting or changing a field type.

Recommended use

  • Choose the intended audience before configuring content or recipients.
  • Preview the complete experience and inspect a representative result before broad use.
  • Keep customer-facing wording short, specific and consistent with the rest of your portal.

Worked example

  1. Create a Product area dropdown question.
  2. Add Cases and Knowledge Base choices under a suitable grouping if the hierarchy is useful.
  3. Add the field to the form and verify the customer-facing wording.

Troubleshooting

ProblemWhat to check
List Items is unavailable or a choice save is rejectedThis choice editor supports Drop down fields only. Drop down multi or another type is not equivalent for this operation. Save the correct field type first.
The question is absent from the surveyCheck Active and whether the field was added to the intended form’s Questions list; save and preview that form.
A choice is missingCheck the choice’s Active value, Parent and Order, then preview the actual question on the form.
I cannot edit questionsCheck Administer fields and editing availability.
A new question changed no existing formExpected. Question definition and placement on each survey form are separate steps.
A preview looks right but no survey arrivedPreview sends nothing. Review the actual survey workflow/campaign and recipient eligibility separately.
  • Customer surveys → Configure customer survey forms
  • Customer surveys → Schedule a survey and review recipients

Was this article helpful?