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.
- Navigate to Admin > Business Rules > Automations.
- Edit your satisfaction automation.
- 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.
- Navigate to the user's profile via Admin > Manage > People and search for the user's name or email address.
- In the tags field, add your exclusion tag, e.g. no_csat. Incoming tickets from this user will have this tag automatically applied.
- Navigate to Admin > Business Rules > Automations.
- Edit your satisfaction automation.
- 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.
- With the ticket open, add your exclusion tag (e.g. no_csat) to the tags field.
- Navigate to Admin > Business Rules > Automations.
- Edit your satisfaction automation.
- 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.)
Comments
9 comments
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.
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.
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?
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?
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.
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!
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!
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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
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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