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Cancel or Delay a Queued Survey

Received Response
edited Jun 8, 2022 8:56AM in Agent Desktop 2 comments


We have a requirement from our email team to send a survey when an Incident is marked solved. Because we never really know if someone is going to reply back to an Incident response, we mark all of our Incidents as Solved when the response is sent. 

Our team wants us to set up a survey to be sent 5 days after the Incident is solved. This allows us to wait a few days after it is solved to ensure that the customer isn't going to message us back. 

I can set up a rule to delay sending the survey for 5 days, however if the Incident were to be reopened from an email response back from the customer, we would want to stop the survey from being sent out. 

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