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 does the Customer Satisfaction Survey work?
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?
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?

Can I filter cases depending on the Customer Satisfaction Survey feedback?

Yes, you can use the Rating and Satisfaction Survey feedback fields to filter cases.

Follow these steps to filter cases based on the Satisfaction Survey feedback:
  1. Click the Menu icon.
  2. Go to Support.
  3. Click Cases. You will land on the List View of Cases.
  4. Click Filters located on the top right corner of the List View.
  5. Follow these steps to create a filter based on the rating.
    1. Select Rating from the Click to select fields drop-down.
    2. Select the rating based on which you want to filter cases - Satisfied, Neutral, and Not Satisfied.
    3. Click Apply
  6. Follow these steps to create a filter based on Satisfaction Survey feedback:
    1. Select Satisfaction Survey Feedback from the Click to select fields drop-down.
    2. Enter the words based on which you want to find the case records. For example, you can apply the filter in the following way: Satisfaction Survey Feedback contains Great service, Polite support agent, etc.
    3. Click Apply.
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