I’m having trouble figuring out how I could go about using two different email templates for “Public Notes to Customers” based upon ticket status. Basically I want one email template for when a ticket is “closed” with a public note and another email template for all other statuses. My end game is to include a customer satisfaction survey in the actual final closing public note. Something like a quick “did I solve your problem? Y/N” embedded in the email. I’ve got the email parameters set up to work with a Qualtrics survey just fine.
I’ve read the suggestions over at http://academy.helpspot.com/helpspot/survey-forms-in-helpspot, which are great, but the suggestions require the survey to be sent in a separate email from the agent’s final response. I’ll go that route if I have to, but I’d prefer to have the survey and final note included in the same response.
Thanks for your time,