Why are my satisfaction surveys not being sent?

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  • 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

    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.

  • 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!
  • Anderson

    Can CSAT be sent to CLOSED tickets?

  • 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.

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