You can create triggers for your VoC product. When a VoC trigger is activated, a survey is sent out. For example, you can create a trigger where every time an agent marks a high priority ticket as done, a survey will be triggered.
Creating a New Trigger
To create VoC triggers:
1. From the gear icon, select VoC.
2. From the VoC Settings page, click New.
3. From the Create trigger page, enter your trigger name, and a description, if necessary.
4. Select a connector.
Note: You can choose either Zendesk or Customer.
5. Select the survey with which you want to work.
6. Enter conditions by clicking Add Condition.
Note: You can enter two kinds of conditions: where all conditions are met (Meet all conditions), or any conditions are met (Meet any condition). For example, if you enter three conditions in the Meet all conditions (and) section, all three conditions must be met for the trigger to be activated. If you enter three conditions in the Meet any condition (or) section, any one of the conditions will activate the trigger.
7. Enter the condition values, and then click Add Condition to add another.
Note: For example, by entering the condition above, every time an agent marks a high priority ticket as done, a survey will be triggered.
Editing a trigger
To edit a trigger:
1. From the gear icon, select VoC.
2. Click the edit icon in the Options column.
3. Make changes as necessary, and then click Save Changes.
Related articles
- Managing VoC Surveys
- Customizing Your VoC Email and SMS Templates
- Managing VoC Survey Users
- Sending a Test VoC Survey
- Viewing VoC Survey Reports
- Managing VoC Survey Activity
- Managing Permissions in VoC
Last Updated: 9.1.20