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Do not send survey if incident is forwarded

Received Response
edited Aug 23, 2021 2:47PM in Agent Desktop 1 comment


There are occasions where an incident is forwarded to a team mailbox and then closed by the customer service rep.  We have rules in place to send a survey when the incident is closed.  But in this scenario we do not want to send the survey as the query has not been addressed yet.  Any suggestions for how to prevent this in business rules?

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