Support confirmed that there isn't a way to associate a ticket record with a survey in reports, as surveys are specifically only associable with contacts - it isn't possible to build thereportwhere theticket ownerwould come out with avalue.
It would be highly valuable for KPIs, transparency, etc. to be able to build a report that displays custom survey results by ticket owner as Ticket based surveys are specific to a specific Ticket.
i second callie for this idea especially for CSAT survey it's only associated with contact owner although we need to be associated with ticket owner also i noticed with talking with HS support team there are post-CSAT survey after each transaction which mean result associated with support agent
Agreed! I have a client that uses a ticketing pipeline for onboarding, and linking a feedback survey to the onboarding ticket is the easiest way for the service team to streamline their workflow.
This would be really helpful to have! Right now, we can only do contact owner but there are instances where the contact owner and ticket owners are not the same and it would not be fair to the Contact Owner if a negative feedback was contributed by the Ticket Owner nor would it be fair to the Ticket Owner if the positive feedback by the Ticket Owner's effort was attributed to the Contact Owner.
It would be super benefitial tpo associate Tickets and Feddback surveys. Even the logic of assoicating feedback to the most recent ticket closed or something similar would at least close that gap to bette runderstand a Contacts expereince of a ticket an a Survey that was sent out once the Ticket was closed. It helps Users and agaents better improve their expereinces with their Contacts and benefit Contact's expereinces with them!
Hi! The service team is the primary department that really uses feedback surveys. I do find it a bit ironic that related tools within the SAME hub don't have a way to be associated to each other? Tickets and feedback surveys should go hand-in-hand for reporting purposes and team measurement.
As a work-around, I created a workflow that matches the ticket owner to the contact owner. Since feedback surveys can only be correlated with contact owner, this allows me to create at least some relevant reports for my team managers. However, over the span of 2+ years, a ticket could have multiple owners, so it's not perfect.
It would be very helpful if in addition to linking to the contact, the survey also associated to the ticket that generated it. I want to be able to create a dashboard report to see the survey KPIs by ticket owner.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
