Forrester's Total Economic Impact of Freshservice on IT Service Management Download Report

Start a new topic

Scope Customer Satisfaction Survey by Agent group

Current Behaviour:
-
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. 

Requested behaviour:
- Create a custom survey
- Scope to a specific agent group
- allow the sending rules to apply only to that group

Example Scenario:
- Agent group IT Specialists sets status of an IT ticket to closed

- Specific IT customer satisfaction survey gets sent to requester automatically 

Meanwhile, 
- Agent group Facilities wants to only manually send surveys when they close the ticket and have their own wording in the survey

Finally,
- 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. 


1 person likes this idea
Login or Signup to post a comment