Customer Support Survey - more control, flexibility, options
Customer Support Survey
No control over content of survey (type, wording, measurement, etc...)
Recipients based on pipeline(s)
Event driven based on status change from an open status to any closed status
No option to suppress
More criteria to define when to send or not send the survey
existing or customer property value
specific closed status i.e. Closed = send survey, Closed No Survey = don't send survey
multiple people open up a ticket for the same reason and we decide to close 5 tickets and merge them all into one, we need an option to send out 1 survey, not 5.
Options to change the type of question asked in the support survey from 😞😐🙂 to whatever we would like. Providing an industry standard option for CES survey is great. Forcing everyone to only use 1 survey is not great
Allow more than one CES survey. Not all departments, pipelines, and tickets are the same. A technical support bug ticket and a customer service billing issue ticket are not the same thing. An internally generated ticket that is requires an outbound contact to the customer vs. a customer intiated inbound ticket to the same group are not the same things.
UPDATE: See update for possible workaround of some of these concerns that I posed on April 24, 2023 in the replies below.