Satisfaction survey email link

[jeroendebruijn2]

When a ticket in C4C is completed, a link should be sent to the employee so they can fill in the satisfaction survey we've created. The survey has been created with name "Enquete" and ID "2". When using the preview button, everything seems to work fine.

Problem occurs however when trying to add the link to an email. I've setup a workflow rule to send out an email to the employee once he or she has confirmed that the ticket can be closed. In the rule I've added two placeholders, one for the employees' name and one for the ticket ID. In the documentation around email templates I found that the following placeholder should be added to the email template:

<a href="https://{/FormCampaignExecutionPlaceholder/Survey/SurveyID}<ID of your survey>">any text</a>

In my case, this means I've added the following to my email template:

<a href="https://{/FormCampaignExecutionPlaceholder/Survey/SurveyID}2">Klik hier voor de vragenlijst</a>

You can find the email template attached.

When receiving the email, the placeholder is not replaced by an actual link. I've also found a solution that the placeholder #SURVEY<ID># could be added, but the variable Survey is not available in the list.

Can anyone help me with this issue?

[Former Member · Accepted solution]

1 .In fine Tuning, create a Survey Category, e.g. “Customer Satisfaction”, of Type Satisfaction

2. Create a Survey of Category “Customer Satisfaction” and take note of the Survey ID. 

3. Create a Workflow rule of Type EMail.

• Define the condition (on save or scheduled) so that the email is sent when you prefer ( Example : 3days after the ticket is Completed)

4. Create an HTML email template, with a placeholder with the format #SURVEYID#

• e.g. #SURVEY2744#, if the ID of the customer satisfaction survey was 2744

5. In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter

• For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link

6 . Now once the EMail is sent to the Customer , the system

• Generates an Instance of the Survey
• Generate the External Link
• Uses the generated link to replace the Place holder

7. You can use a href tag in your HTML template file  and replace the link with some generic Place holder

NOTE : This only works for Emails but not for Notifications.