In order for customers to fill out a survey form, they must have access to the applicable survey form stored in FocalScope. The survey form is accessed via an HTML link, which is set up during the survey group configuration. This article details how the survey link is embedded into a Standard Response as well as how the survey link category index is set.
How to set up a survey form for automatic dispatch
By having a Standard Response with a link embedded to the online survey form, the dispatch of the survey can be automated to occur on certain actions agents take--like closing the customer's / client's ticket. Create a Standard Response with the following additions:
Please note: For more information about the survey history record, see this article.
Figure 1 - Adding a link to the online survey form
Figure 2 - Setting the 'Category index' to match the desired ticket category
How to set up a survey form for automatic dispatch
0 Comments