Customer Support Survey on Portal
I have noticed that the customer support survey on the portal does not work properly. I have indicated that the survey should be send after the support rep indicated that the questions is resolved. However when checking, the survey is visual in the e-mail but not in the portal. After the status of the ticket is changed to closed the customers survey is visual in the portal again.
So, basically the option to send a survey when the ticket is resolved makes no sense for portal users, because the status should first be set to closed. I think this is an issue that needs your attention.
2 people have this problem
I agree, and I should add that a customer can rate a merged ticket, which makes no sense as the ticket has no content or value.
I think that, if an organization decides to send surveys for Resolved tickets, a closed ticket should not be rated in the Portal
Same problem here, on portal i can see survey only of ticket is closed and not resolved. Why?