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Surveys are not being sent out for closed tickets

Overview

When the ticket status is set to Closed, no surveys are sent to clients. In some cases, surveys are sent but not consistently.

Environment

All WHD versions

Cause 

This is due to the incorrect configuration or user error.

Resolution

There are two ways you can receive a survey link. The first is on a closed ticket email, which includes a survey invitation link. Select "Save & Email" on a closed ticket for the client to see this invitation. The second way is by survey reminder email, which sends a reminder after a set interval if no survey response is 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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Last modified
20:37, 16 Nov 2016

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