Survey trigger on teams after case is resolved

DASAMANDAMS
Tera Contributor

yesterday

Hello Team,
I have a requirement where, once a case is resolved, a survey should be automatically sent to the end user via a chatbot (specifically, the MoveWorks tool). The survey presents three options within the Teams chatbot: "Satisfied," "Not Satisfied," and "Re-Open." If the user selects "Satisfied" or "Not Satisfied," the case should be marked as closed. However, if they choose "Re-Open," the case should be reopened. Could you please advise on the different approaches or methods we can use to implement this functionality?

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Matthew_13
Kilo Sage

yesterday

 The simplest approach is to maybe add a customer confirmation step after Resolve.

When the case is marked Resolved, trigger MoveWorks to send a Teams message with

Three buttons:

- Satisfied

- Not Satisfied

- Re-Open

So when user clicks:

  • Satisfied / Not Satisfied → MoveWorks calls back to the case system and sets the case to Closed optionally storing the response for reporting.

  • Re-Open → MoveWorks calls back and reopens the case In Progress/Assigned.

Key things I see up front:

  • Only allow the case requester to respond

  • Set a time window for the reopening

  • Decide whether Not Satisfied closes the case or triggers a reopen/escalation

This pattern works well with APIs and webhooks and keeps the user experience clean in Teams.

 

@DASAMANDAMS - Please mark as Accepted Solution and Thumbs Up if you found Helpful!!

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