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Reduce ticket reopens by modifying CSAT strategy 🦾

Tony Mirasola
  • Edited

Zendesk From Home is a video series created by our Customer Success team to share best practices in an interactive, human, and bite-sized way. Click here to submit your idea for a topic we should cover next!

Do you have lots of tickets reopening because customers reply to solved tickets with "Thank you?" Check out this video to walk you through a quick change to your strategy to reduce reopens!

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5 Comments

  • Morgan H.

    {{satisfaction.rating_section}} is not one of the available placeholders. Will it still work? Can we see a preview of what our trigger looks like before making it live? 

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  • Aubree
    Zendesk Customer Care

    Hi Morgan H.,

    Thanks for reaching out!

    The placeholder satisfaction.rating_section should still work even if it's not available in list of placeholders. To know more about using a Trigger to send the Satisfaction Survey, please check it here: https://support.zendesk.com/hc/en-us/articles/115007962507-How-to-send-satisfaction-surveys-upon-solving-a-ticket

    I hope that helps!

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  • Rebecca Che

    Hi, want to check, here only have the ticket status IS, there's no Changed to. If the condition is " Ticket Status is Solved" then the survey trigger will send out once the ticket is solved?

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  • Marco
    Zendesk Customer Care
    Hi Rebecca, looks like you're creating an automation, which explains why "changed to" is not available. Automations are triggered by time, instead of events. But to answer your question, all automations run once every hour on non-closed tickets to see if conditions are met. They execute, or fire, on tickets where conditions are met. You can also check here for more information about automations: https://support.zendesk.com/hc/en-us/articles/4408832701850-About-automations-and-how-they-work
     
    Cheers! 
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  • Christopher McIntyre

    Really just need a setting to turn off reopening of Solved/Closed tickets.  We do not use the survey function and don't plan on it.  We are a small company that don't need a bunch of bells and whistle, just a simple ticketing system.  Since we are on the bottom tier of your product we cannot utilize the Automation feature as it is restricted to only closing tickets. 

    0

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