FAQs in this section
What is a case?
How do I create a case?
Can I link a customer record to their case record?
What is the Is Billable field in Cases?
Can I link a service to a case?
Can I create a case using Quick Create?
What are the different statuses of a case?
How do I assign a case to a team in my company?
Where can I find the responses to the Customer Satisfaction Survey?
What is the Customer Satisfaction Survey?
How can I find the Customer Satisfaction Survey workflow?
What is the difference between cases and internal tickets?
Can I mass edit case details at once?
Can I filter cases depending on the Customer Satisfaction Survey feedback?
How do I set up a mailroom rule to create cases?
How do I reply to a case?
Why are there no closed states in Cases?

How does the Customer Satisfaction Survey work?

The customer satisfaction survey is sent via a workflow.

Here is how it works:
  1. When a customer reports a case, you assign it to an individual or a team, who works towards resolving the case.
  2. After you resolve the customer’s issue, you mark the case as resolved in the CRM by updating the Status field in the case record to Resolved.
  3. When the case status changes to Resolved, the Default Satisfaction Survey workflow gets triggered. Then, the survey email is sent to the customer. 
  4. The customer must provide feedback in the form of a smiley. They must pick one of these smilies:
  1. The customer must then write a feedback comment.
  1. After the customer submits feedback, their response is recorded in the Rating and Satisfaction Survey Feedback fields in the case record.

Note: The Survey template is not customizable. Contact support@vtiger.com to request for customization.
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