- enabling surveys and the sending rules applies to all groups
- This means groups that dont want to send surveys will have to or vice versa.
- Create a custom survey
- Scope to a specific agent group
- allow the sending rules to apply only to that group
- Agent group IT Specialists sets status of an IT ticket to closed
- Specific IT customer satisfaction survey gets sent to requester automatically
- Agent group Facilities wants to only manually send surveys when they close the ticket and have their own wording in the survey
- The HR team doesnt want to ever use surveys automatically or manually.
to accomplish the above, we would need the ability to scope surveys and survey rules by Agent group.