User Feedback - Automatic Email Reminder to users?

[Mark (ESC)]

Our users tend to not close any calls, our current percentage is only 4% of calls are closed by the user and feedback given. 

Total: 302 Requests | 1 new | 40 open | 52 on-hold | 209 resolved

Once resolved users get an email, and the call is automatically closed after 5 days.

Is there a way to "automate" an email reminder after 3 days to remind the user to close the call and give feedback.

Thanks in advance 

[Victor]

27 minutes ago, Mark (ESC) said:

Is there a way to "automate" an email reminder after 3 days to remind the user to close the call and give feedback.

Yes

[Adrian Simpkins]

Hi Mark, 

We have built in a process on the majority of our BPMs where once it moves to closed status, we send an initial email asking for feedback, then after 5 days if no feeedback received we then send a chaser - bpm is as below. Happy to talk through the configuration if required, although I can see you want to send a chaser for closure / feedback so I would presume you could insert this process prior to closure.

Many thanks

Adrian

[Mark (ESC)]

@Adrian Simpkins Thank you for this.

I will need to take up your offer of help, as will need to know the settings within the nodes and decisions.

Our current BPM from the 'Decision' box looks as though it could simply be altered to add a 'chaser' email.

 

[Adrian Simpkins]

Hi Mark,

Sure no problem - the first thing I would highlight though is I believe feedback only becomes 'enabled' on a request once it moves to a closed status, so until your request moves to a closed status no feedback is possible - this is the reason for the feedback nodes on our BPM being post closure.

We have a Get request details node at the start of our closure tab, and from this we can ascertain if feedback has been received / not yet received / rejected - I can see you have a Get Request node just before closure so this should then give you the decision logic shown below for confirming if feedback has been received:

Feedback received decision logic:

Feedback rejected logic:

For No feedback yet received we use the No Match option, then after another 5 days we just check if feedback has been received, then just close the request if none received after 10 days.

If needed happy to do a meeting over Teams to show you it working on a test request

Thanks