We have implemented survey in a custom CSM application. When cases are closed, the survey is triggered and sent out successfully.
Here’s the setup:
- Cases are created in this application from inbound email actions as well as from the web.
- We have a custom field on the case table to store the requestor’s email address (field type: Email).
- In the survey trigger condition record, the user_field accepts only reference type fields, so we are currently using the Opened by field from the case table instead of requestor’s email address.
The issue:
If the case was created from an external email address, the Opened by field shows Guest User, which has an invalid email address. As a result, the survey cannot be sent to the actual external requestor.
Question:
How can we configure the survey to send to external users using the email stored in our custom field? Is there a way to override the default behavior or use a non-reference email field for survey notifications?
Any suggestions or best practices would be greatly appreciated!
