Is it possible to send SMS to customer once the ticket has been closed

[ram2022]

Dears,

We have a requirement on sending SMS to collect feedback from customer once the service ticket has been closed in C4C system.

I seen the blog saying sending survey link is not possible.. Then what kind of information can be sent through SMS?

Thanks & Regards,

Ram

[MJVEERHUIS]

Hi,

In my understanding you can sent just some (flat) text via SMS.

A survey link can be sent via mail that you can trigger via a workflow rule based on the data in the ticket.

MJ

[ram2022]

Thanks Marie for your response..

If i understand correctly, flat SMS is kind of notification sent to customer about the ticket closer and that can't help to gather the feedback from customer..

[MJVEERHUIS]

Hi,

If you want to gather info / feedback from the customer via eg a survey to messure customer satisfaction, i propose you use an email flow and setup an email html template that includes a link to a C4C survey. Results of the survey you will immediately receive in C4C and nice reports can be made on it.

MJ