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Why are my satisfaction surveys not being sent?

Zendesk Team
  • Edited

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 Center > People > Configuration > End users. Select the Satisfaction tab, then under the Satisfaction rating make sure the option to Allow customers to rate tickets is checked.

  • In Admin Center, navigate to Objects and rules > Business rules > Automations. 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:
    request_satisfaction_automation.png
    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.
    Close_ticket_automation.png
  • 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.
Note: If your account does not have custom ticket statuses enabled, the default automations use the condition Status instead of Status category.

For more information on the customer satisfaction survey, see the article: Using customer satisfaction ratings.

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7 Comments

  • Rohit Rajakumar

    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?

    0
  • Wilfred Kaw

    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.

    0
  • 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. 

    0
  • 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.

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Sarah,
     
    Yes, this is possible! If you have an automation that closes / solves ticket "X" days after status is set to pending. You can add an action to add a tag such as "no_csat" to tickets that are solved via that automation and then add a condition to your CSAT automation to not fire on ticket with "no_csat"

    I hope this helps. Thank you!
     
    0
  • Anderson

    Can CSAT be sent to CLOSED tickets?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Anderson,

    CSATs cannot be sent on Closed tickets. The ticket would need to be at least in Solved status for the automation to fire and send out the survey.
     
    Hope this clears up any confusion.
     
    Thanks!
    0

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