Closed Loop tickets based on certain keywords | XM Community
Question

Closed Loop tickets based on certain keywords

  • 7 August 2023
  • 4 replies
  • 53 views
krbhavya
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Hello Everyone,

I am working on setting up a system for automatically generating closed loop tickets if specific keywords appear in the comments. I've successfully established a workflow for ticket creation, but I'm facing a challenge as the business has provided me 45-60 specific keywords that should trigger a ticket.

My main issue is I need to input 45-60 individual conditions into the workflow, which is quite a difficult task. So I want help if there is a more efficient solution to this problem.

 

Bhavya Kumar

4 replies

Sowrabh1993
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Userlevel 5
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Hi @krbhavya ,

 

You can use Text iQ in Survey flow along with some conditioning to set a flag variable and then use that flag variable in the workflow contition.

https://www.qualtrics.com/support/survey-platform/survey-module/survey-flow/advanced-elements/text-iq-powered-survey-flows/?parent=p001136

 

Hope that helps.

Regards, Sowrabh
krbhavya
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Userlevel 6
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HI @Sowrabh1993 

 

Thanks for your response..

 

But here also I need to create 45-60 different conditions.. Right??

 

 

Bhavya Kumar
Sowrabh1993
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Userlevel 5
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Hi @krbhavya,

 

I think you can do it using below structure. All keywords go in one query with “or” which get tagged under one topic itself..

 

Regards, Sowrabh
krbhavya
Rank
Userlevel 6
Badge +20

Hi @Sowrabh1993 

Thanks for your replies..

I have created a variable name ‘topic’ in the survey flow refer to below screenshot.

but when I am trying to use that variable in the workflow its not visible.

 

Bhavya Kumar

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