Hello,
I am exploring the possibility to automatically import/update the ticket group name from a ticket back into the survey response as an embedded field.
We currently have a workflow set up that creates a ticket for dissatisfied customers. For example, customer who gave a rating of 1, 2, 3, or 4. Once the ticket is created, a team will receive and assess the root causes of dissatisfaction and act accordingly. When the ticket is created, the given ticket group name is, for example, Detractor - Customer Service as instructed in Qualtrics. However, the team has the ability to reassign the ticket, for example, Detractor - Business Process, if the investigation deem so.
We would like to import/embedded the ticket group name back into the survey response and analyze customer satisfaction with and without these “Detractor” categories.
Any help or thoughts are greatly appreciated.
