Hi Team,
We have the following requirement:
- When a contact is uploaded, a ticket should be created automatically, and the survey should be distributed.
- If the contact submits a survey response, the corresponding ticket should be closed automatically. this we have configured and currently active
- If no survey response is received, the ticket owner will manually close the ticket.
- Upon manually closing the ticket, the survey should be re-triggered only for that specific contact who has not yet responded. how to achieve this?
To test this, I configured a follow-up question in the ticket task named "Manual Closure". I submitted the ticket with the answer "Yes"; however, I do not see this follow-up question available in the Decision step of the workflow.
Could you please help clarify the following?
- Why is the "Manual Closure" question not available in the Decision step after the ticket is submitted?
- How can we configure the workflow to identify only those contacts who have not submitted a survey response?
- Is it possible to automatically re-trigger the survey only for the contact whose ticket was manually closed, without sending the survey to all contacts?
- If this is not possible using standard Qualtrics workflows, is there a recommended approach (such as using APIs or custom code) to achieve this requirement?
Any guidance on the best approach to implement this requirement would be greatly appreciated.
