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Transaction distribution best practices

  • April 14, 2026
  • 3 replies
  • 56 views
Z
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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.

3 replies

bench
Level 4 ●●●●
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  • bench
  • Level 4 ●●●●
  • April 15, 2026

I would personally future-proof it and use XM directory, storing and updating directory data.

I have a similar survey set up in EX world for hiring managers. Basically, when a job they are hiring for closes, they get sent a survey.

The workflow below runs daily and the flow is:

  1. CSV flat file from recruitment system (ticketing system in your case) daily for all jobs/tickets closed the day prior.
  2. Qualtrics workflow accesses SFTP and extracts this csv file.
  3. Loads into a directory (I’ve created one called Hiring Managers). Have tagged every field that isn’t a contact data field as a transactional data field.
  4. Distribute survey based on that day’s transactions (closed jobs/tickets).

 

    Z
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    • zzh
    • Author
    • April 16, 2026

    Thanks for your reply ​@bench.

     

    Do you use transaction batches/groups? I’ve been looking into the API for importing contacts/transactions but the part with the batches/groups confuses me.

     

    And how do you distribute? Is it with the T-ID3 task?

    bench
    Level 4 ●●●●
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    • bench
    • Level 4 ●●●●
    • April 17, 2026

     

    Yep I use transaction batches. T-ID 4 fetches the file daily (daily file contains the emails of hiring managers who had a job close the day prior).

    Each task run creates a new mailing list too. Below is T-ID 5 detail.

     

    Distribution is handled in T-ID3 task yes. Though, I may need to update this at some point as it’s being deprecated.

     

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