It's essential to add Ticket Tokens in Custom Surveys emails (subject and body) in order to, for example, send the Ticket ID to the customer, once a ticket has been closed and before completing the survey:
The new CES surveys look nice but are dead in the water for us as the only way to filter is by an entire pipeline. That doesn't work when we have internal requests or non-customer involved tickets in that pipeline closing. The customer wouldn't even know what it's about some of the time - not a great experience.
So you go to Custom Surveys to try to recreate a CES survey with some customizeable filtering but even that doesn't work because you can't really do re-enrolling workflows. We want to send a ticket survey after every ticket to a customer. So then we had to build 3 workflows and 2 lists to make a static list work for surveys. Why not add dynamic list options? Then, in the Custom Survey Email options, you can't add Ticket tokens, and there's no rating option in the email. So then you have to go and create a contact property and workflow to populate a Ticket ID or Ticket Name so the customer knows what ticket you are referring to when they get this survey. We need the options that are available in the survey templates to also be available in the custom surveys.
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