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Update Ticket Status based on Survey response

I have created a Satisfaction Survey on my Email Template which I need to send it to customer on Completion of a ticket. I want to know how I track the response from Customer and update the ticket accordingly. For example If the customer responded by answering that he is not satisfied by clicking on the radio button, the corresponding ticket should be updated to 'Not Closed/ Anything else''. Please give me some ideas how I do that.

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1 Answer

  • Best Answer
    Sep 30, 2017 at 07:42 AM

    Hello,

    It is possible to update the ticket status field using the workflow rules - field update option based on survey ID but not yet based on survey response.

    Please do post this as a new requirement at

    https://influence.sap.com/SAPCloudforCustomer

    Thanks & Regards

    Preethi

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