FAQs in this section
What is a case?
How do I create a case?
How do I link a customer record to their case record?
What is the Is Billable field in Cases?
How do I link a service to a case?
How do 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?
How do I find the responses to the Customer Satisfaction Survey?
What is the Customer Satisfaction Survey?
How do I find the Customer Satisfaction Survey workflow?
What is the difference between cases and internal tickets?
How do I mass-edit case details at once?
How do 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 do I reply to a case?
How do I convert a case to an FAQ?
How do I add Internal Comments on a Case?
How do I link a Service to a Case?
How do I assign an SLA to a case?
What is the SLA Information block in Cases?
How does the Customer Satisfaction Survey work?
Table of Contents
The customer satisfaction survey is sent via a workflow.
Here is how it works:

Note: The Survey template is not customizable. Contact support@vtiger.com to request for customization.
Here is how it works:
- When a customer reports a case, you assign it to an individual or a team who works towards resolving the case.
- 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.
- When the case status changes to Resolved, the Default Satisfaction Survey workflow gets triggered. Then, the survey email is sent to the customer.
- The customer must provide feedback in the form of a smiley. They must pick one of these smilies:

- The customer must then write a feedback comment.

- 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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