Implemented
Survey is not sent when the ticket is created by an agent
Aravind S
said
about 1 month ago
Hello Nicole,
By design, the surveys wouldn't be attached to emails when the requester on the ticket is an agent. However, if the agent edits the requester and adds the right contact, the survey links would definitely get added to the emails based on your configuration.
Cheers!
Thank you, Aravind S!
Nicôle Layne
said
about 1 month ago
Hello Aravind,
Thanks for the reply. We have been doing just that, creating the ticket with the user as the contact, but were observing that the survey e-mail is not being sent when a ticket is created in this way. As this was a few months ago, will monitor and see if it's still happening.
Thanks.
Nicôle Layne
Hi, by design, the customer satisfaction survey will not be sent when the ticket is created by an agent.
However, in my experience, the agent often has to create a ticket on behalf of the user, when they call or pass by the desk. In these times, the agent creates the ticket and edits the contact.
To include these cases, I'm suggesting that the satisfaction survey still go once the contact is not an agent vs. on the current criteria.
1 person likes this idea