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22 Vote

Macros for survey outbound event email

Would like to be able to add the following Macros to the Exit Survey Outbound Event email:
%CUSTOMER_NAME%
%CUSTOMER_COMPUTER_NAME%
%PRIMARY_REP_PRIVATE_DISPLAY_NAME% or
%PRIMARY_REP_PUBLIC_DISPLAY_NAME%

We use the outbound events email for Customer Exit Survey is Completed to review the exit surveys and need to be able to easily tie them to a customer and representative.

  • Avatar32.5fb70cce7410889e661286fd7f1897de Guest
  • Apr 13 2017
  • Unlikely to implement
Secure Remote Access / Remote Support
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  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    30 Oct, 2018 06:39pm

    Please get this added asap.  Really seems like something that should be there.  I want to tie this to slack so the team will receive praise promptly.  Now, slack just says "somebody" got a 5.  Wait until the manager has time to log in and pull the report for your kudos.

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  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    5 Jun, 2018 09:49pm

    ideally for the help desk I manage I would prefer:


    %CUSTOMER_NAME%
    %CUSTOMER_COMPUTER_NAME%


    Tech:    %REP_NAME% or %PRIMARY_REP_PUBLIC_DISPLAY_NAME%
    The LSID of the support session:     %LSID% 
    The LSEQ of the support session:     %LSEQ%
    External Key:   %EXTERNAL_KEY% 
    ----------------------------------------------
    CUSTOMER EXIT SURVEY
    ----------------------------------------------
    %CUSTOMER_EXIT_SURVEY%

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  • Avatar40.8f183f721a2c86cd98fddbbe6dc46ec9
    Guest commented
    5 Jun, 2018 09:37pm

     

    I get dozens of these a day.  I only follow up if there's an unhappy customer or they request follow up in the comments.  I simply do not have time to go back and research the session ID and look up the tech each time.  This would be way more convenient if I could script 

    %REP_NAME%

    above customer survey.

     

     

    ----------------------------------------------

                    CUSTOMER EXIT SURVEY

                    ----------------------------------------------

                    CSAT: 5

    comments:

    resolved: 1

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