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The customers reply sent to satisfaction survey are stored as survey credits tied to the respective agents. Survey credits determined are based on the sending rule chosen while satisfaction survey was created. This article explains how the credits are assigned to agents.
Sending Rule: Trigger for every agent reply:
Survey Credits: The survey credits will go to the agent who sent the reply.
Sending Rule: Trigger when ticket is moved to certain status
Survey Credits:
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Status Transition happens without a agent reply, the survey credit will be awarded based on the following rules.
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Ticket moved manually:
1. If the ticket is assigned to an agent, but closed by assignee or a different agent the survey credit will be tied to assignee.
2. If the ticket is unassigned but closed by an agent, the survey credit will be tied to last replied agent.
3. If the ticket is unassigned and unresponded but closed by an agent, the survey credit will be sent to the closing agent.
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Ticket moved by Smart Rule:
1. If the ticket is assigned to an agent and Smart Rule closes the ticket, the survey credit will be tied to that agent.
2. If the ticket is unassigned and Smart Rule closes the ticket, the survey credit will be tied to last replied agent.
3. If the ticket is unassigned and unresponded but closed by a Smart Rule, the survey will not be sent. -
Status transition with an agent reply: Survey credits goes to the agent who sent the reply.
Sending Rule: Trigger when ticket is moved to certain status along with Agent reply
Survey Credits: The survey credits will go to the agent who sent the reply.
For survey triggered manually by agents from ticket detail page,
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If the ticket is assigned to the agent triggering the survey, the manual survey credit will go to them.
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If the ticket is assigned to someone else, the agent would need to choose whether the manual survey credit goes to them or the assignee, before sending.
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If the ticket is unassigned, the survey credit goes to the agent triggering the manual survey.
