When a survey is completed in your company's Customer Engagement Program and the results match the criteria set up in your program to generate an alert, a ticket is created in the platform.
The purpose of a customer survey ticket is to initiate a follow-up conversation between a member of your team and the customer in order to fix a problem, learn about successes and/or challenges, and generate referrals or new business opportunities.
Tickets are created based on the information provided by a customer survey recipient. For example, in some instances a ticket is only created if the recipient indicates that they want a follow-up call. In other instances, a ticket is generated whenever a customer completes a survey. This process is determined during the configuration of your company's program. (For questions on your company's program setup, contact your program administrator.)
Survey Ticket Permissions
Only certain users in your platform can access the Tickets page to view customer survey responses and follow-up activity.
Survey Administrator: This individual has access to view all tickets within a Customer Engagement Program and is typically responsible for overseeing the entire program. (This responsibility may also fall on your company program admin, based on configuration.)
Ticket Assignees: These are individuals who have been selected to respond to survey tickets based on your company program configuration. For example, this may be one individual in a location or department who is responsible for conducting quality conversations with customers and documenting outcomes in the Tickets portal.