Ability to send survey with an *outbound* ticket/e-mail
started a topic
7 months ago
It would be incredibly helpful for our use case if we could send customer satisfaction surveys (and canned forms, since we're on the topic) from an *outbound* e-mail or ticket. We use FD so that we can start getting metrics on our response times and number of e-mails and so on, but we're not a retail shop...we contact our clients and users proactively on many occasions, and in many cases we're in frequent contact with both. Thus, sending a survey with every response would get really old for them, really fast.
I get that for many users, the workflow is "I didn't get my t-shirt, where is it?", followed by one response, and then a closed out ticket...but my guess is that as many companies get away from Outlook, you're going to have more use cases like ours.
We certainly understand your requirement. Although survey is essentially used for issues reported by customers, we would like to know how you would like to implement this for your use-case and we can explore the options to tweak this for you over an email. We have reached out to you and we look forward to help you with this.
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