Happy Signal Best Practices
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03-28-2019 12:49 AM
We have implemented Happy Signal and it is integrated with ServiceNow. Currently we have a process where :
- Ticket gets resolved -->after 7 days, tickets gets closed automatically-->Happy Signal Survey goes to user
We had kept 7 days buffer to provide to user to re-open the ticket in case if it is required. However some users are complaining on this gap, highlighting its too much. And they may not remember what was the ticket for while filling the survey as its reaching to them after 7 days.
Can anyone please share some use cases how they are addressing this! And also would need what the best practices you would recommend here.
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Request Management
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03-28-2019 01:49 AM
Hi,
we have kept the resolution time to be of 3 days,that would work and provide the survey page with the reference record like for which incident this survey is.
Regards,
Munender
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03-28-2019 02:58 AM
thanks! it is one of the option.
