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Randomized Surveys

Related products:Freshdesk
  • December 8, 2017
  • 7 replies
  • 27 views
M
Skilled Expert
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I would like to see some type of built-in system that will randomly send out a survey once a ticket has been marked resolved. Currently, you have the option to have a survey go out EVERYTIME you resolve a ticket or when the agent elects to add a survey. In our industry, we have customer's that email us 20 times a day; if they got 20 surveys, we'd be lucky if they replied to 1.


Add randomized surveys when a ticket is resolved as well as give the agent the ability to still add a survey. I think this will even the playing field for an agent, instead of them just electing to send a survey whenever they think the customer is in a good mood.

7 replies

M
Skilled Expert
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  • mhall
  • Author
  • Skilled Expert
  • March 14, 2018

Any update on this? I really think it's silly that the only option is to send a survey with every ticket or at the discretion of the rep replying as they will obviously only send survey's when they feel like they will get positive feedback. 

aravind.sundararajan
Skilled Expert
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Hi,


Thanks for posting this on our community forums. This case can be achieved by implementing an observer rule and leaving the default option for the agent to choose when to send the survey. Here's how you can setup the rule : 


When any of these events occur :  Status is updated -> From any to Resolved


And the events are performed by : Agent -> Any


Actions : Send email to requester , use the placeholder {{ticket.satisfaction_survey}}


For the list of placeholders that you can use in email templates/automations, please visit Placeholders


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
M
Skilled Expert
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  • mhall
  • Author
  • Skilled Expert
  • March 15, 2018
How does that become randomized? So your are stating that by implementing that observer rule, fresh desk will then randomly send out a survey even if the rep selects the survey box every single time?
M
Skilled Expert
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  • mhall
  • Author
  • Skilled Expert
  • March 16, 2018

Hi Aravind S,


I did what you said and this just sends a survey out everytime a ticket is resolved. That is not what I am requesting. What I want to happen is that every 23rd ticket ( example) will have a survey sent out when a rep resolves a ticket. Can you do that with the observer rule?

aravind.sundararajan
Skilled Expert
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Hi,


That can be achieved by using a combination of a custom app and an observer rule . The Custom app will define the logic for picking the ticket and the observer rule would actually send the survey link to the customer. We have several system integrators who can help you build the custom app as a professional service. Please let me know if you'd like me to connect you with them.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
M
Skilled Expert
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  • mhall
  • Author
  • Skilled Expert
  • March 16, 2018

Yes please connect me with them. 

aravind.sundararajan
Skilled Expert
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Sure. I've sent you an email to track this request.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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