How can I exclude specific tickets, users, or groups from customer satisfaction surveys?

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13 Comments

  • Bradley Weismann

    We set up the 'no_csat' tag automation for excluding specific tickets and while it functionally works, it has opened the floodgates for abuse by agents. It wasn't long before the agents noticed the tag and started applying it to any ticket they thought would give them a bad survey. Of course, this is now an operational issue to tackle, but does anyone have any ideas for alternative solutions? I thought of adding a custom ticket field (checkbox) but I can't restrict that to managers only. 

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  • Nicole S.
    Zendesk Community Team

    Hey Bradley - 

    Not many people come across the comments on our Support Tech Notes. I suggest posting this query in the Q&A section of the Community with a link to the article for reference. 

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  • Catherine Michalak
    Community Moderator

    Is there a way to exclude agents from surveys? We have different hr groups resolving tickets and sometimes agents create tickets as "end-users" for personal hr queries and get the survey link but obviously cannot provide a rating although would like to. I would prefer that they could rate a ticket but since that's not possible would be great if I could exclude them in the trigger but there's no possibility to use a condition like requester is not agent. Is there another work around for this?

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  • Jessie Schutz
    Zendesk team member

    Hi Catherine!

    In the satisfaction survey system automation, the option to add the requester role as a condition is definitely available:

    Are you not seeing it in your instance?

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  • J Johnson

    Is there a way to condition the csat survey to only send to a user if 90 days has passed since the last survey? In other words, only send a csat survey at a certain cadence. I am concerned that we will open the floodgates as mentioned by others here and exhaust our customers.

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  • Jessie Schutz
    Zendesk team member

    Hey J!

    A couple of our Community Moderators, Joel and Graeme, collaborated on a Tip that shows you how to do this! You can find that Tip here: Restricting Satisfaction Surveys by Date

    That should get you started!

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  • Demetrius Pais

    How do I stop CSAT surveys from going out to tickets that have been set to solved without an agent comment?

    Im trying to modify the CSAT Automation so it only goes out to tickets with an agent comment on it and not when the ticket is set to solved without a comment. It's strange for a customer to receive a CSAT survey where the ticket is not responded to. We may have decided to set a ticket to solved without replying.

    I’ve added `Ticket Privacy: Ticket has public comments` condition but it looks like the CSAT survey is going out to tickets without an agent comment too. Anybody attempted something like this earlier? Is there a better way to achieve the goal? Thanks!

    https://snag.gy/xaUSu8.jpg

    --

    Comment from Community Team: link above has been checked and goes to a screencap. It is safe to click. 

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  • Catherine Michalak
    Community Moderator

    Hi Jessie,

    Thanks for your answer. 

    The problem I have is that our survey link is in the resolution notification trigger and for some reason there is no condition like "role/requester is not agent". Do you know if there's a different way I can achieve this?

    Thanks

    Catherine

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  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Demitrias,

     

    What I can suggest is to add a tag to these tickets being closed without an agent comment. This can be done manually or via a trigger (maybe the same trigger that are solving these tickets?). Then you can edit the survey automation to skip tickets with that tag (tags: contains none of the following) and this should make the automation ignore these tickets.

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  • Jennifer Morris

    Hello. I have excluded multiple groups and want to exclude an entire brand. Our system is sending automated csat surveys to everyone anyway. Because there are multiple brands and multiple groups that need to be excluded. I had added them under the "Meet any of the following" heading. Each says the following:


    Ticket group is not Group A
    Ticket group is not B
    Brand is not Brand A
    Requestor is not role Agent

     

    We have groups that have multiple tickets with a specific customer daily and people that are CC'd on all tickets for other groups. Any helpful advice is much appreciated.

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  • Beau Padesky
    Zendesk Customer Advocate

    Hello Jennifer,

    If the intention is to exclude a ticket based on all of these properties, you'll want these conditions listed under your automation's All conditions, as opposed to Any.

    The reason for this is because only a single Any condition need be true for a business rule (automation or trigger) to apply. Using your current Any conditions list as an example, you could have a ticket that satisfies the "Ticket group is not Group A" condition but is instead attributed to group B. While group B is also an Any condition, the ticket group A condition is itself satisfied so the automation would run on that ticket.

    Adding these conditions to the All list ensures that every one need be met in order for a ticket to qualify for the automation.

    Beau | Customer Advocate | support@zendesk.com

    Ask our Zendesk Community

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  • Bart

    I've added tags and added them to the all condition and the csat survey still fires off within the automation. 

    I've also tried using the any condition as a standalone as not all the conditions need to be met and it still fires.

    Would someone be able to reach out and help with this further?

    Thanks

    Bart

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  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Bart,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, I would advise checking the following events on the tickets that got fired by the CSAT automation. Checking the ticket events, you'll be able to see what automation fired exactly on the ticket because there could be more than one automation rule that's currently active on your account.

    If your intention is to exclude a following group or user, I would advise using the Meet all of the following conditions instead of Any.

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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