Issue Symptoms
Satisfaction surveys are not being sent after tickets are solved.
Resolution Steps
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 automation below:
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 the article: Using customer satisfaction ratings.
6 Comments
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!
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!
Team:
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?
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.
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.
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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