I am looking to create a survey or some sort of automation that collects both CSAT and Customer effort scores. These are both required metrics/reports in my service desk. I'm not quite sure what the best approach is because 1. I don't know if I can send out an automated email with a form/survey attached to it and have the information collected by JSM in the same way that the default CSAT collects it. 2. I don't want to end up sending 2 emails (the default CSAT and then the created CES survey), because customers likely will not complete two different emails... let alone one.
Does anyone know of anyways that I can create either a new survey for both of these two be sent out upon resolution or how I can add CES to the default CSAT email? I hope to do these without any apps because we are migrating to the JSM DC version soon, so this would be easier to have natively configured.
Thanks ahead of time.
