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Home > Success Center > Web Help Desk (WHD) > Client does not receive a survey when a ticket is closed

Client does not receive a survey when a ticket is closed

Overview

When the ticket status is set to Closed, the clients do not receive a survey.

Environment

All WHD versions

Cause 

Incorrect configuration or user error.

Resolution

Select a survey method listed below. 

Closed Ticket Email

This method includes a survey invitation link. When you close a ticket, click Save and EMail. The client will be able to see the invitation

Survey Reminder Email

This method sends a reminder after a set interval if a survey response is not received from the initial invitation.

  1. Verify that the technician is using "Save & Email" after ticket status is set to Closed.
  2. Go to Setup > Surveys> Options.
  3. Verify that the Default Survey Reminder Interval is set.

 

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