06-19-2011 08:49 AM
I haven't done anything like this, but you can use e.g. wizards for this, wizards are well documented in HELP.
e.g. you can call a wizard when user close the ticket, or something like this, or add a tab(survey) to the interaction form and set the fields to mandatory...
Or if you're using email services, you can send a mail with the survey automaticaly and the users can reply to it and it would be added to the interaction as an update.
There are many ways as I see, do you have an exact specification how do you want to do this?
06-19-2011 11:03 PM
I already have one workflow for which I am using the email workflow, but I would like to have a feedback from the user on the email and would like to have it updated on the interaction, can we do that?
Thanks for your reply.
06-20-2011 02:13 AM
Apologies for bunging in the thread like this.
@ Laszlo Greczi
Could you please help in explaining what Mr. SHJ has asked as I'm also looking forward to implement the same.
06-27-2011 06:41 AM
Hi SHJ, NEO JAX,
could you show the exact steps of the process that you want to implement.
user create ticket in ess->techs solve it and close it--> then user receives a closing notification that containes the survey--> user hit reply on it and send back his answers-->this should create a new activity on the closed interaction?
09-13-2013 02:24 PM
You might want to take a look at the following information:
You can also look at the 9.32 release notes that talks about the Survey Integration Solution: