There is a field called Activity Date we can use in rules though I cannot find documentation on it. If a user replies to a Survey, does that count as an Activity?
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Activity Date Field
+11Best answer by davecarty
Just sharing what my final solution was for providing Feedback to Agents.
- The Survey is available to requestors for 6 days.
- If the ticket was closed in the last 7 days AND it has a Survey Score AND it doesn’t have the tag “Feedback”, an email is sent to me and the Agent at the scheduled time.
- When the email is sent, a “Feedback” tag is also added to the ticket so the email is not sent again the next time the rule runs.
- Agents must be granted the right to Manage User Satisfaction Surveys.
- However, as long as you don’t grant the right to “Manage Apps & Integrations”, Agents will only be able to view survey results, not manage them.
- However, as long as you don’t grant the right to “Manage Apps & Integrations”, Agents will only be able to view survey results, not manage them.
+18I just tested this, and it looks like it should NOT count as an activity.
+11Thanks
I am trying to generate an email to the assigned agent when a ticket receives feedback. I was experimenting with a Scheduled Rule that would send an email to the Agent when Activity occurred yesterday on the ticket AND the Survey ranking was between 1 and 5 stars.
Do you know of another way to accomplish this?
+18
When they updated yesterday, and they have the survey results, send an email to the assigned agent. I think this should work.
+11Just sharing what my final solution was for providing Feedback to Agents.
- The Survey is available to requestors for 6 days.
- If the ticket was closed in the last 7 days AND it has a Survey Score AND it doesn’t have the tag “Feedback”, an email is sent to me and the Agent at the scheduled time.
- When the email is sent, a “Feedback” tag is also added to the ticket so the email is not sent again the next time the rule runs.
- Agents must be granted the right to Manage User Satisfaction Surveys.
- However, as long as you don’t grant the right to “Manage Apps & Integrations”, Agents will only be able to view survey results, not manage them.
- However, as long as you don’t grant the right to “Manage Apps & Integrations”, Agents will only be able to view survey results, not manage them.
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