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 

- 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. 

Login or Signup to post a comment