At present, once a ticket has been set to "Completed" we issue, via a workflow, an email to the customer as to the completion and likewise a link to complete a satisfaction survey. The survey is generated in SAP C4S.
The problem is that when the survey form has been completed and submitted, from an administrative perspective we cannot distinguish the surveys in line with the ticket. When we export the survey results we do get a column called "Name" being populated by the ticket subject, however this does not make if easy for us to quickly align surveys with a ticket ID.
How can this be resolved? i.e. that Ticket ID is visible when it come to exporting survey stats etc.
Many thanks