Vocalize - Setting Actions | Qualtrics

Setting Actions

Introduction

Welcome to the Qualtrics Actions Beta! Here we’ll highlight the Actions set of Slack, Ticketing, and Email tasks. If you have but have not yet set up your Slack Integration, please check the Slack Integration Set Up page before reviewing the Slack setup here.

Setting Up Actions

  1. In the Actions module click Add Action.
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  2. Set your Conditions.
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  3. Click Add Task.
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  4. Select your Task to continue. These tasks are described in further detail below.
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  5. If you leave and return to the Ticketing Beta Actions module, you’ll see a collapsed list of your current Actions. You can expand any of them by clicking on them.
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Slack Task

Integrating your Qualtrics account with Slack gives you the ability to receive notifications in real time, collaborate together over instant messaging to solve problems and get an insight into how the customer is feeling in order to be able to act on it. We also have a video to get you started.

  1. Select Slack.
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  2. Enter the Team and the User or Channel.
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  3. Enter the Message. The Message box supports Slack markdown and Piped Text. Then select Save.
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  4. The Slack message or survey will appear in your Slack application.
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Ticketing Task

Ticketing is Qualtrics Close the Loop system which allows dynamic case management so you can take quick actions.

  1. Select Tickets.
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  2. Fill out the Ticket Task Priority, Name, Owner and add Ticket Data and Root Cause as desired. Then select Save.
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Email Task

The Email Task behaves the same as the Email Trigger.

  1. Select Email.
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  2. Fill out the To, From Name, Subject, and Message. Then select Save.
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Chaining

In the Email Task window, above the Message box, you’ll notice the first icon is the {a} icon. This option is similar to Piped Text in other areas of the Insight Platform. With the addition of chaining, there are three new items you can pipe into your email and Slack tasks from the Actions menu:

  • Ticket Key: This is a unique ID assigned to each ticket. In the Follow-Up menu you can search and index by the Ticket Key.
  • Ticket Link: This link will lead directly to the ticket this Task is attached to. This link does not automatically give the user access to the ticket. Unless they have ownership, team ownership, or administrative privileges over the ticket they will not be able to login and access the ticket.
  • Ticket Name: This will give the name of the ticket, which can be dynamically assigned in the ticket task using piped text from the survey.