Excluding specific tickets, users, or groups from customer satisfaction surveys Follow



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    Bradley W

    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 Relyea

    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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