Jun 28, 2019 6:17 AM
I want to send CSAT survey based on tickets.
The ticket is solved, for example through 24h -> send a CSAT questionnaire.
Is there a way how to track which ticket triggered action? And further how to track responses corelated with tickets?
From what I see I can track only contact owner, and in our case the contact owner is not always the same as the ticket owner.
Jul 3, 2019 2:46 PM
Have you considered using a workflow in association with the CSAT survey? There could be a way to set a property through a workflow that would at least cross reference that there had been a survey sent on the ticket/contact record around the time the ticket was closed.
Jul 12, 2019 10:28 AM
Hi @jennysowyrda !
thank you for your response.
Yep I tried that option, but unfortunately, it never gives 100% confidence.
CSAT is one of agents KPIs so it must be infallible.