Satisfaction surveys are not being sent after tickets are solved.
The customer satisfaction survey is sent through an automation. Find below some troubleshooting steps that help you figure out why a survey wasn't sent.
- Go to Admin > Settings> Customers > Satisfaction > Satisfaction rating and make sure the option to Allow customers to rate tickets is checked.
- Go to Admin icon ( ) > Business rules > Automations and verify the Request Customer Satisfaction Rating automation is enabled. If not enabled, simply head to your Inactive Automations > hover over the Request Customer Satisfaction Rating > click the options menu () > Activate.
- The automation doesn't run if the ticket status is Closed. Ensure that the Close ticket 4 days after status is set to solved automation doesn't fire before the Request Customer Satisfaction Rating (system automation) automation. For this check the time conditions in both of the automations:
The number of hours since solved for Request customer satisfaction rating (system automation) needs to be less than the number of hours since solved for Close ticket 4 days after status is set to solved.
- In the Request Customer Satisfaction Rating (system automation) automation, the condition Ticket: Satisfaction > is > Unoffered needs to be included in Meet all of the following conditions and Ticket: Satisfaction > Offered to requester needs to be included in the Actions.
For more information on the customer satisfaction survey, see Using customer satisfaction ratings.