(Originally posted on 17, December 2015)We wish to use the procedure of closing incidents on creation when our technicians complete a user's request over the phone, so that we can utilize the "First Touch Resolution" report.
However, doing this results in users not receiving satisfaction surveys for these incidents.
Please make surveys get sent out when an incident is Closed on creation (rather than Resolved), or an option to control this functionality. Thanks!
|What problem will this feature solve?:|