Satisfaction surveys that nobody answers serve no purpose. – The NexTool Pending Survey module solves this elegantly: while there are pending surveys, users cannot open new tickets via the service catalog.
The problem
GLPI offers native satisfaction surveys when closing tickets, but response rates are typically disappointing. Without any additional incentive, users simply ignore the link sent by email and open the next ticket normally.
The result is insufficient data volume to measure service quality. Managers who need reliable NPS or CSAT scores face a frustrating cycle: the tool has the feature, but the data never comes.
The classic approach of sending email reminders has marginal returns. What actually works is conditioning the next catalog access to completing previous surveys – and that's exactly what Pending Survey does.
How Pending Survey works
The module intercepts access to GLPI's /ServiceCatalog and checks how many satisfaction surveys are pending for the authenticated user. The behavior is graduated in two levels:
- 1 pending survey – soft alert displayed with a dismiss option. The user can close it and continue, but is reminded of the pending survey.
- 2 or more pending surveys – total block. The catalog is replaced by a blocking screen with direct links to answer each survey. There is no way to dismiss.
The module respects the native GLPI max_closedate setting (survey expiration) and has automatic exemptions for technicians and super-admins, plus configurable exemptions by user and group.
The main module features include:
- Conditional catalog blocking – two intervention levels, soft alert and total block.
- Direct survey links – the user sees exactly which surveys need to be answered and accesses them with one click.
- Flexible exemptions – technicians, super-admins, and specific groups are never blocked.
- Mobile-friendly interface – responsive blocking screen for mobile device use.
- Configurable threshold – the number of surveys to trigger total blocking can be adjusted.
How to activate
- Install the NexTool plugin on GLPI.
- Go to Setup > NexTool > Modules.
- Find the Pending Survey card and click Install, then Activate.
- Access the module settings to adjust the threshold, enable soft alerts, and define exempt users or groups.
Who is it for
The module is recommended for service desk teams that need to raise satisfaction survey response rates, managers who need enough data to calculate NPS or CSAT with statistical confidence, and organizations subject to quality audits that require consistent satisfaction indicators.
Compatibility
- GLPI: 10.x and 11.x
- Plan: FREE
- Plugin: NexTool 3.x+
Next step
Pending Survey is part of NexTool, a modular plugin for GLPI. Explore all modules or contact the team.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
