Survey Recipients

Hello! Because of the very large number of public customers we have, we have decided to not create a new requestor/person record for these customers. Will this prevent those customers from receiving a ticket survey request? That seems to be the trend we're noticing. Thank you!

Asked by chelsea doyle on Thu 5/26/22 9:42 AM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Thu 5/26/22 10:34 AM

Engineering advised that because we are reading RequestorUID when preparing to send out survey requests, and because a text-only requestor has no UID, they should *not* be sent a survey.

You can always prepare a public survey that you can send these folks the link to fill out, but the survey will not be automatically linked back to their ticket directly. So if you wanted them to reference their ticket when replying to the survey, you'd have to maybe collect the ticket ID it in a survey question or ask them to enter it in their comments.

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Yes, we are saving these as text only. So we can send a link to a public survey, but we would have to send that manually? Just want to confirm that this is the reason why the public survey we've built isn't being distributed to our customers. - chelsea doyle Thu 5/26/22 12:04 PM
Yes, we do not automatically send a survey request to the Requestors on tickets where said requestor is a text-only value. - Mark Sayers Thu 5/26/22 12:08 PM
OK thanks for confirming! appreciate your help, as always :) - chelsea doyle Thu 5/26/22 12:16 PM
Mark Sayers Thu 5/26/22 9:57 AM

Hello Chelsea,

Are you maintaining these requestors as text only requestors on their tickets?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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