topic Re: CSAT Survey in a Workflow in Customer Feedback Tool

CSAT Survey in a Workflow

Clangy — Thu, 06 Jul 2023 02:16:50 GMT

Hi, everyone!

We're trying to send a CSAT Survey to contacts that have recently engaged with our Customer Service team. The initial send out is for existing contacts with closed tickets, but moving forward, we want to automate this through a Workflow. So every time a ticket closes, they will receive a CSAT survey after an hour. Is this possible?

TIA!

Re: CSAT Survey in a Workflow

karstenkoehler — Thu, 06 Jul 2023 04:12:57 GMT

Hi @Clangy,

Yes, when you create a CSAT survey (Menu > Service > Feedback Surveys > Create survey > CSAT), you can specify that the survey should be sent to contacts with tickets and a certain close date. You can also choose to include existing contacts.

Click on Edit criteria:

Let me know if you have any follow-up questions!

Re: CSAT Survey in a Workflow

Jeroen18 — Wed, 08 Nov 2023 15:48:11 GMT

Dear Karsten,

I do not see how this can work. You can select criteria related to tickets (such as 'ticket status is closed'). You can also choose to reenroll contacts. BUT: you cannot do both. If you select non-contact related enrollment criteria, you cannot reenroll contacts.

Please correct me, if I have this wrong.