Importing Ticket Group Name to Survey Response

Question

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.

Shashi · Answer

Since ticket group is not present in the get ticket API, one of the way (manual) is whenever a person updates the ticket group, the person has to manually fill out a internal survey which asks the ticket key and ticket group from drodown, on submit of this survey, you can update the respective response via API.

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