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Why is a survey being sent a second time

Received Response
edited Jun 8, 2022 8:55AM in Agent Desktop 3 comments



So we have an incident that has been resolved and the survey sent and completed. In some situations, an agent has gone back in and edited the incident. We then allow agents to reflect on the feedback and update the incident with notes. We see that another survey has been sent.

Things to note:

  • There has been a long amount of time between the last action on the incident and the feedback updates happening
  • I believe we have changed the survey so the first one that was sent out would be Type A and the latest would be Type B

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