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

Client does not receive a survey when a ticket is closed

Updated March 14, 2019

 

Overview

When the ticket status is set to closed, 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.
  4. Verify if in the Default Setting for Email Recipients if Client is ticked or not (this is if you want to have email updates sent to clients for every ticket updates)
    1. If not, then in the ticket details itself, before closing the ticket and clicking on "Save & Email", make sure Client is ticked in the Recipients tab of the ticket.

 

 

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