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set the ticket status to complete based on the customer responses from email campaign survey

Mar 17, 2017 at 10:23 AM

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Hi Eexperts,

I am creating target group with ticket status = “resolved” and executing the email campaign with customer satisfaction survey link includes push buttons to check with customer “satisfied” or “dissatisfied” with ticket resolution.

From the campaign the menu options “Respondents” and “Results” are available to track responses from the customer for the campaign.

So, my requirement is to set the ticket status from “resolved” to “complete” based on the customer responses as “satisfied” “dissatisfied” from the campaign.

please suggest some ideas to achieve this requirement..

thank you in advance

Santosh

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2 Answers

Prasanth Sarma Aryasomayajula
Mar 20, 2017 at 06:12 PM
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If I understand the requirement correctly , I see that you wanted to track the customer response upon solving the tickets via Surveys.

In that case , you may use workflow rules to trigger the same via email to the Customer once the status is set to

resolved

Create a Survey in Workflow Rule for Tickets Business Object

Now based on the feedback in the Survey , you can Mark the ticket as Completed by another workflow which uses the field update option.

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Santosh Kumar Vadicherla Mar 24, 2017 at 05:01 PM
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Hi Prasanth,

thanks for your guidance for the requirement.

I wanted to track the customers responses upon solving the tickets via mass Email campaign with customer satisfaction Survey.

In the above case , i can execute mass Email campaign with customer satisfaction Survey for a target group or i can use workflow rules to trigger the same via email to the Customer once the status is set to "resolved" and i can track the responses in the campaign.

after capturing the responses from customers in the campaign, how do i automate the process of setting the status from "resolved" to "complete".

i don't find field "survey responses" to maintain condition in the workflow rule ( survey responses = satisfied) to update ticket status to complete.

please guide me in the second case.

Thanks in advance,

Santosh

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