user feedback on interaction resolution
My customer requirement is, once the is resolved mail should go for the customer feed back, if user satisfied it should be closed automatically, if no Interaction ticket should reopen.
is there any OOB feature available in the SM, where we can send a feed back form/link in the resolve mail notification to customer where he will fill his feedback and update.
I would like to do it using connect-IT. if customer replies with 'Ok' on resolution mail. it should process and close the interaction using connect-IT.
It would be great help if i can get a sample scenario to update an interaction based on email input. I can cusomize it further.