Custom CSAT Project?

Question

We want to have a custom CSAT survey. Has anyone tried having a seperate CSAT Project, that creates a child to the parent ticket, and on resolution of the parent issue, a link is sent to the customer of the web ticket for the CSAT child ticket?

The customer can then go into that new CAST web ticket and complete the questions.

Is this possible?

Im not looking to buy an addon.

Josh · Answer

@Terry we implemented something similar but using a linked work item ("Survey" issue type) within the same project. @Marc -Devoteam-'s comments about the automation drawbacks are accurate.

Additional topics you may want to consider include:

* Preventing multiple surveys to be submitted for the same work item
* Auto-closing and locking the survey ticket after completion to prevent agents from mistakenly (or not mistakenly) changing any data
* Copying values from the original ticket to the survey ticket for reporting purposes

Marc -Devoteam- · Answer

Hi @Terry Dance

You could do this, but this project would need to be visible on the portal as well.

Use automation to achieve this.

Draw back could be that you need to have the automation also check for CSAT issue already linked, in case of a re-open, or a provide a specific state in your workflow for this or specific resolution.