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Customer Satisfaction Survey

We have the need to move the customer satisfaction survey from the solution provided request resolved to request closed. There have been times when we have provided a solution for one problem only to uncover another and need to move the issue back to unresolved. Has anyone ever tried to do this or are there any suggestions as to how to move the survey to be sent when the status is set to closed?

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Olga Videc Community Leader Mar 26, 2021

Hello Brett, 

Welcome to the community :)

Customers survey is sent when the request is resolved, so all you need to do is keep the resolution unresolved in status Resolved or what status you use before Closed and when the issue is transitioned to Close the workflow post-function should set the resolution to Done until then it should be unresolved.

BR, Olga

Hello Olga,

     While I appreciate the answer, we are looking to change this. Sometimes when we deliver a solution and provide a resolution type (triggers the survey) another issue may be caused or uncovered and we need to change it back to a previous status. While this will remove the resolution and another survey sent out when we solve the issue and are ready to close the ticket, we would like to not have multiple surveys sent out. Are there any suggestions on moving the screen that occurs when transitioning status to "solution provided" to transitioning status to "closed"?

Olga Videc Community Leader Mar 26, 2021

The only way to move the satisfaction from status "solution provided" to status "Closed" is to keep the issue unresolved in the status "solution provided"

If issue resolution is unresolved the survey won't be sent

So you should move the post-function that sets the resolution to transitioning status to "close".

In most use-cases, the workflows have the status "Resolved" and status "Closed" after that, because of the additional questions, bugs, and resolution is set on Closed status.

BR, Olga

Thanx so much Olga!

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