dwalby Posted February 22, 2019 Share Posted February 22, 2019 Hi all, Is it possible to capture Customer Feedback when a request is Resolved instead of Closed? Currently we have a 7-day auto-closure process whereby a request auto-closes after being in Resolved status for 7 days. So a customer will be unable to submit feedback until 7 days after their request is resolved. The problem I foresee with this is that if we then send a request for the customer to complete a feedback form, their experience of the service isn't going to be fresh in their memory and won't complete the feedback. Thanks in advance Link to comment Share on other sites More sharing options...
samwoo Posted February 25, 2019 Share Posted February 25, 2019 +1 Link to comment Share on other sites More sharing options...
dwalby Posted March 18, 2019 Author Share Posted March 18, 2019 Can any of the Hornbill developers confirm if this is possible please? Link to comment Share on other sites More sharing options...
dwalby Posted April 25, 2019 Author Share Posted April 25, 2019 @Steven Boardman - sorry to tag but hoping this is something you can advise on? I'm keen to begin capturing customer feedback but want to ensure it's requested in a timely manner. I did wonder if as a workaround it'd be possible within a BPM to? Set Status to Resolve Set Status to Close (Send customer feedback request) Set Status to Resolve again with, suspend on status change/7-day auto closure Link to comment Share on other sites More sharing options...
HGrigsby Posted April 26, 2019 Share Posted April 26, 2019 +1 for us too. Link to comment Share on other sites More sharing options...
dwalby Posted June 4, 2019 Author Share Posted June 4, 2019 Finally got round to testing this, but unfortunately does not work as a workaround - the request just shows the red (re-open) and green (close) buttons on the service portal. Is there any other way around this? It's a difficult balance to achieve. We need to allow a customer sufficient time to re-open a resolved request (we have it set to 7 days before auto-closure) but also want to obtain feedback almost immediately after resolving whilst their experience is still in recent memory and to ensure we get maximum feedback responses. Waiting 7 days for the request to auto-close will likely result in minimal responses. On 4/25/2019 at 11:59 AM, dwalby said: @Steven Boardman - sorry to tag but hoping this is something you can advise on? I'm keen to begin capturing customer feedback but want to ensure it's requested in a timely manner. I did wonder if as a workaround it'd be possible within a BPM to? Set Status to Resolve Set Status to Close (Send customer feedback request) Set Status to Resolve again with, suspend on status change/7-day auto closure Link to comment Share on other sites More sharing options...
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