Customer Feedback Survey in Support Settings doesn't use the Email Template set in the Survey's Default Settings
Last updated 2021-05-26 ·Reference W-8630504 ·Reported By 5 users
Survey sent by Customer Feedback Survey in Support Settings doesn't use the Email Template with Survey link set in the Survey's Default Settings. Survey email is sent using the default email template
Custom email templates with Question (and NOT survey link) works fine when the Survey has at least one question of type NPS, CSAT, or Rating included.
2.Create a new Email Template in Lightning with Survey link and associate it to the Survey Question object
3.Open a sample Survey in Survey Builder
4.You may create a new Survey or a new survey version
5.Click on the three dots at the upper right then select Default Settings
6.Set the custom email template created in #2 in the Email Settings
7.Save the survey and Activate
8.In Setup | Support Settings, set the Survey created above in 'Customer Feedback Survey'
9.Create a sample case and close it
10.Notice that the survey received is using the default template and not the custom one set in the Default Settings
1.Use Process to send the Survey link
2. In the custom email template, use the Question merge field instead of the Survey link
Is it Fixed?
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