Once submit, a survey can only be updated by the end user. As a workaround, some partners are impersonating the customer, loading into the ticket, and updating the survey result on their behalf.
Example scenario where a survey needs to be updated:
Negative feedback is received on a ticket
Negative survey recipients receive an alert
Recipient contacts the ticket owner, discusses their feedback and agrees that the feedback was given incorrectly/unfairly
Recipient updates the contact's survey result on their behalf
Feature request so in step 4, the survey could be updated within the SURVEY panel inside DeskDirector's admin console.
Once submit, a survey can only be updated by the end user. As a workaround, some partners are impersonating the customer, loading into the ticket, and updating the survey result on their behalf.
Example scenario where a survey needs to be updated:
Feature request so in step 4, the survey could be updated within the SURVEY panel inside DeskDirector's admin console.
Example editing a survey within SmileBack: