- Update to the ConnectWise Integration includes the ability for Reputada to send a request for feedback (RFF) when a ticket’s status is one of several values.
A recent update to the ConnectWise Integration includes the ability for multiple “closed” ticket statuses to trigger a request for feedback to be sent. Managed Service Providers often have workflows whereby a ticket may have multiple closed ticket status at various points in the workflow. For example, let’s say a ticket progresses through a workflow to the status “Ticket1.status.closed.A”, when a request for feedback (rff) is triggered in Reputada. Sometime later the ticket status changes to: “Ticket1.status.closed.B” – at that point Reputada applies some simple logic to establish whether a request for feedback was already sent to the customer. If it has, a request for feedback will be not be sent. However, if a request for feedback was not sent, Reputada will send a request for feedback. The intent is to ensure that customer outreach is taking place but to refrain from annoying the customer with multiple feedback requests.
About Reputada, Inc.
Reputada SaaS offering is available for any size team to quickly ramp it customer success program. ConnectWise™ integration and all support are included with all subscription levels.
For more information on getting The Business Value of Feedback™ with Reputada visit www.reputada.com.