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

Question

I want to exclude a subset of my tickets from receiving satisfaction surveys. How can I configure this?

Answer 

Excluding groups

You can exclude tickets within a group by adding a Ticket:Group condition to your CSAT automation.

  1. Navigate to Admin > Business Rules > Automations.
  2. Edit your satisfaction automation. 
  3. Add the condition Ticket: Group is not <Group Name> to your Meet all of the following conditions section.

Excluding specific users

You can exclude specific users by tagging the user and adding a Ticket: Tags condition to your CSAT automation.

  1. Navigate to the user's profile via Admin > Manage > People and searching for the user's name or email address. 
  2. In the tags field, add your exclusion tag, e.g. no_csat. Incoming tickets from this user will have this tag automatically applied.
  3. Navigate to Admin > Business Rules > Automations
  4. Edit your satisfaction automation. 
  5. Add the condition Ticket: Tags contains none of the following <exclusion_tag> to your Meet all of the following conditions section. 

Excluding specific tickets

Similar to excluding users, you can exclude specific tickets by tagging the ticket and adding a Ticket: Tags condition to your CSAT automation. 

  1. With the ticket open, add your exclusion tag (e.g. no_csat) to the tags field.
  2. Navigate to Admin > Business Rules > Automations.
  3. Edit your satisfaction automation.
  4. Add the condition Ticket: Tags contains none of the following <exclusion_tag> to your Meet all of the following conditions section. 

For more information on Customer Satisfaction surveys, please see our article on Using customer satisfaction ratings (Professional and Enterprise.) 

 

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