Question
I want to exclude a subset of my tickets from receiving satisfaction surveys. How can I configure this?
Answer
Excluding groups
You can exclude tickets within a group by adding a Ticket: Group condition to your CSAT automation.
- In Admin Center, navigate to Objects and rules > Business rules > Automations.
- Edit your satisfaction automation: Request customer satisfaction rating (system automation).
- Under Meet all of the following conditions, add the condition Ticket: Group | Is not | (Group's name).
Excluding specific users
You can exclude specific users by tagging the user and adding a Ticket: Tags condition to your CSAT automation.
- In Support, select the Search icon () in the sidebar and search for the end user you want to edit by name or email.
- Select the user to open their profile.
- In the tags field on the user profile, add your exclusion tag, for example,
no_csat
. Incoming tickets from this user will have this tag automatically applied. - In Admin Center, navigate to Objects and rules > Business rules > Automations.
- Edit your satisfaction automation.
- Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following |
no_csat
.
Excluding specific tickets
Similar to excluding users, you can exclude specific tickets by tagging the ticket and adding a Ticket: Tags condition to your CSAT automation.
- With the ticket open, add your exclusion tag, for example,
no_csat
to the tags field. - In Admin Center, navigate to Objects and rules > Business rules > Automations.
- Edit your satisfaction automation.
- Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following |
no_csat
.
For more information on Customer Satisfaction surveys, see the article: About CSAT(Customer Satisfaction) ratings in Zendesk Support.