Why are my satisfaction surveys not being sent?

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  • Treez, Inc

    How long does it take for the default "Request Customer Satisfaction Rating" automation to show up under settings > business rules > automation? I enabled CSAT surveys this morning (1 hour ago) and the automation still hasn't appeared in my account as expected. Thanks!

  • Jurish Polo

    Hi Mike,

    Welcome to the Community! 

    I apologize if the automation was not created automatically for you. Once you enabled the satisfaction survey feature the automation should be available immediately. However, this is an issue that can sometimes happen when an account is upgraded from a plan that does not include satisfaction surveys.

    I apologize for the inconvenience on your end but I do suggest to build/create the automation for this manually. I have included a screenshot below the default automation so you can copy the settings:

    You may also check this article: Using customer satisfaction ratings (Professional and Enterprise), for more details on how to create the automation for Customer Satisfaction Survey.

    Hope this helps! Please let us know should you have further questions.

    Have a great day! 

  • Rohit Rajakumar


    How can we increase the Survey count. We see multiple surveys sent to the partner. However, we don't see anyone responding to them. Can we have a trigger for the same to notify the partners to fill the surveys?

  • Wilfred Kaw
    Zendesk Customer Advocate

    Hello Rohit,

    To set up a trigger for CSAT notifications, you can do so with the following guide: Sending CSAT's when tickets get solved. Furthermore, if you would like to adjust the automation where the CSAT has already been configured with, you can find more info here: Customizing your customer satisfaction survey.

  • Rohit Rajakumar

    Hello Wilfred:

    Thank you for your response. I have set up a trigger to Increase the C-SAT Frequency. Could you validate this?

    I want surveys for all the tickets that are moved to a solved state. 

  • Andy Merrick

    Hi Rohit,

    Looks great! You can also review the ticket events to check to see that the trigger has fired, but what you have set-up should do the trick.


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