Overview
This article covers the steps required to set up a satisfaction survey that sends out when tickets get solved.
Conditions
- You have CSAT enabled.
- You are an Administrator of your account.
Procedure
It requires a two-step process to implement this workflow.
The first step is to deactivate the default automation that sends out the Satisfaction Survey.
- Click the Admin icon (
) in the sidebar > Business Rules > Automations
- Deactivate the automation titled, "Request customer satisfaction rating (system automation)" by clicking the menu button (
) > Deactivate.
Then, create a Trigger to send the Satisfaction Survey.
- Click the Admin icon () in the sidebar > Business Rules > Triggers, and select Add trigger.
- Under Meet ALL of the following conditions add the following:
- Ticket: Status > changed to > Solved
- Ticket: Satisfaction > is > Unoffered
- Under Perform these actions, add:
- Ticket: Satisfaction > offered to requester
- Notifications: Email user > (requester)
- Copy the subject and the body content from "Request customer satisfaction rating (system automation)".
9 Comments
Marvel Piik I would suggest altering the automation a bit
Please make sure there actually is an action that notifies the users.
Hi Momtanu,
The trigger is necessary if you want the survey to be sent out immediately once the status has been set to solved. Automations are time-based so they will not send out the survey exactly when the ticket has been solved.
You can find out more about the difference between Triggers and Automations in the link I've provided.
Let me know if you have additional questions for me.
Hello everyone! There is an option to use one of the third-party solutions available in the marketplace. These apps allow you to send post-resolution surveys when you close a ticket. You can edit the number of hours since the ticket was solved after which the survey will be sent. And you can also protect your customers against over surveying.
One of these solutions is Nicereply, if you have any questions feel free to check out our website.
Thanks, Brett, it seems clear now. Have a great rest of the day!
Hi Conza,
We have some examples of business rules that are designed to target bad ratings in our article on Changing Bad Satisfaction Ratings to Good. One simple option is to have the agents include the placeholder that contains the rating option in their final comment as they re-solve the ticket after fixing things for the customer (you can put the placeholder in a macro to make it easy for them to send).
Hi Christopher, Is this workflow for sending out surveys immediately when a ticket status is set as solved? The trigger is not necessary when you are using normal automation right? Thanks :-)
Can this trigger a push notification to our app, instead of just sending an email?
Hi team,
Best way to have a 'turn around' CSAT sent? Customer gave negative, the team responded... and instead of no CSAT being sent, another is?
Hi,
How can I automate CSAT surveys or create a trigger so that if the first survey is unanswered, a second one is sent out after a period of time?
I tried to create an automation (please see the picture below), but it is apparently not working.
Thanks in advance.
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