The Email Settings can be edited when designing the Survey, in the General section.
Email Settings: Enter the subject text here. You can include optional merge fields using the double curly brackets, For example “Hello {{Name}}, How was your recent experience with support ticket {{ticketRef}}“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.
Email Body: Type your email body content here, the content will be added above the survey question element. You can include optional merge fields using the double curly brackets, For example “Can you please give us some feedback about the support ticket you raised? {{TicketSubject}}“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.
Email Footer: The footer message will be added below the survey question element. You can include optional merge fields using the double curly brackets, For example “If you want to the progress of you tickets, please head over to <a href=”puzzel.com/support”>Support</a>“. You can also use any custom keys from userSessionVariables that are used when triggering a survey.
Sender Id: Please enter from email address here.
The options that are available to you from the double curly brackets button are as follows:
- name
- ClientReference
- ConsumerEmail
- ConsumerPhone
- ConsumerChannel
These variables are sourced from Puzzel Case Management, meaning that the relevant information needs to be stored in Puzzel Case Management for them to be populated accordingly.
Any variables that are set from IVR/PCM/ or any channel integration when the survey is triggered can be used including the ones listed above. For convenience we have listed a few common variables, but depending on your specific setup, more variables can be inserted.
When using your own email address to send out links, the recipient sees your company email address. Whilst we have taken every step we can to ensure successful delivery of your email, it is possible that your customer’s email server might mark the emails you send through Puzzel Ticketing as spam.
The reason this can happen is that we are sending emails on your behalf and you have not yet authorised us to do so. To ensure that emails get delivered correctly you should create an SPF record on your DNS Zone file. This task can be completed with the support of your IT department or web hosting company.
Please find additional information below:
Adding our SPF record to your DNS:
- Log in to the control panel for your domain or mail server
- Open your DNS configuration settings and edit your zone file
- If you have no current SPF record:
- Add the following as a .TXT record: v=spf1 include:spf.puzzel.com -all
- In the event you wish to add the ip addresses instead, add the following as a .TXT record: v=spf1 ip4:212.89.52.11/32 ip4:212.89.52.12/32 -all
- If you already have an SPF record:
- Include our SPF value at the beginning of your current record v=spf1 include: spf.puzzel.com include:spf.domain1.com include:spf.domain3.com -all
- If your DNS record already contains spf.logicalware.com then there is no need to add an additional record with spf.puzzel.com
- Save your changes
