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steve_davis
steve_davis
Gainsight Employee ⭐️⭐️
July 1, 2016
New Idea

Email Notifications For Survey Responses

  • July 1, 2016
  • 13 replies
  • 280 views
I have a customer that would like to fire off an email to a director every time a survey response is received. The director is not a user on the account and not a GS user so we cannot fire of any CTA's. 

Posting as an idea, but if anyone has any creative workarounds to this please let us know. 

Thanks,
Steve Davis

      13 replies

      dstokowski
      dstokowski
      Gainsight Employee ⭐️⭐️
      July 1, 2016
      We have another customer asking for sending a notification to a non-user.  My thought is to allow for entering a specific email address within a Send an Email action and use that action to send these non-standard notifications.
      cristina_postolache
      cristina_postolache
      Contributor ⭐️⭐️⭐️⭐️
      September 21, 2016
      This, I think, would also be a win for Gainsight, because it will increase awareness about Gainsight to people (in organizations) that are not users; it can be an upgrade chance. 
      kirk_ising
      kirk_ising
      Contributor ⭐️
      January 31, 2017
      Hi Denise, has anything been done with this? we would like this ability as well. we have done it via cockpit. it is unnecessarily complicated and with the complications we have encountered errors that have hurt our credibility.
      praneet
      praneet
      Helper ⭐️⭐️⭐️
      February 1, 2017
      Hi All,
      With Winter release, Survey will have the ability to send the email to list of email address every time a response is received. This will be disabled by default and can be enabled by raising a support ticket. Please find below screenshot of the same.

        arminder_singh
        arminder_singh
        Contributor ⭐️⭐️
        January 10, 2018
        Praneet, we have enabled this feature in our setup, but the email does not contain information about the case number. Is there a way to include the Case Number and Case Owner in the email content, so it's easy to share the feedback with the respective agents? Thanks!
        dstokowski
        dstokowski
        Gainsight Employee ⭐️⭐️
        January 11, 2018
        You can use the Associated Object and Associated ID feature to capture the Case number.  You could then join the survey data with the case data to help accomplish this.
        arminder_singh
        arminder_singh
        Contributor ⭐️⭐️
        January 11, 2018
        Hi Denise, We already have the first part done. How do we accomplish the second part i.e., join the survey data with the case data so that case number and case owner information is part of the email notification as shown below?

        dstokowski
        dstokowski
        Gainsight Employee ⭐️⭐️
        January 11, 2018
        Now I better understand - you are working to get this info in the email notification (I was outlining how to publish to the case).  Not sure whether possible or not - I'll check.
          A
          abhijeetbakare
          Helper ⭐️
          January 23, 2023

          Does this work in NXT version? 

          Abhijeet Bakare
            andreammelde
            andreammelde
            Helper ⭐️⭐️
            January 23, 2023

            @abhijeetbakare I create a step after the survey is submitted and send an email internally. We use this for alerting CSMs, you just need to create a mapping/ token for the additional email if you need it dynamic in your query. If you have it sent to one person, you can type it directly. There are tokens that you can use from the survey (score, response date, URL) to put in an email after a response

            Andrea Carroll
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