Is it possible to randomize the customer survey mail out? We would like to use the survey feature but not on every ticket sent out. I was just curious if this was even possible.
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Answered 09/21/2010 by: airwolf
Tenth Degree Black Belt

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Thank you so much for the fast reply.
Answered 09/21/2010 by: young020
Black Belt

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I used to supress the close ticket email (survey), then run a weekly report and send a surveymonkey email to everyone who closed a ticket that week; that way if 1 person had 20 tickets they only responded once. That also let me ask more detailed questions so I could gather more metrics like:
Did the tech respond quickly; Did the tech solve your issue quickly; Did the tech treat you professionally; What could we have done differently or better; etc.
Letting the user rate each of these gave me areas for improvement when managing our team workload and such.
Answered 09/21/2010 by: cblake
Red Belt

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Does this also mean that you can not specify who can get survey request? Is it all or nothing? We only want surveys going to users and not other technicians
Answered 12/01/2010 by: RBakerNoble
Senior Yellow Belt

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