Hello,
I need to send a survey from Qualtrics to users of an external ticketing system once a ticket is closed in that system.
What are the current best practices for implementing this type of transactional / post‑closure survey?
Specifically, I’m trying to decide whether it’s better to:
- create or update contacts in the XM Directory and store transactional metadata there, or
- trigger distributions using single‑contact workflows without persisting directory data.
The client hasn’t expressed a strong preference yet. They currently have another transactional survey in place that is distributed via a workflow triggered by a JSON event and sent to a single contact, without storing or updating directory data.
Any advice or real‑world recommendations would be greatly appreciated.
