A ticket has been resolved and the CSAT satisfaction survey has been submitted.Unfortunately, that same ticket was reopened by the agent.Will the survey be resent again? If so, will the second survey score invalidate the first?
Best answer by JebasView original
Yes, The survey will be resent again. But it doesn’t override the previous response, it will be captured as a new response. For Example, If you close a ticket 3 times and give 3 different responses each time, Result will look like this: