How can I exclude specific tickets, users, or groups from customer satisfaction surveys?

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  • Jennifer Morris

    Hello. I have excluded multiple groups and want to exclude an entire brand. Our system is sending automated csat surveys to everyone anyway. Because there are multiple brands and multiple groups that need to be excluded. I had added them under the "Meet any of the following" heading. Each says the following:

    Ticket group is not Group A
    Ticket group is not B
    Brand is not Brand A
    Requestor is not role Agent


    We have groups that have multiple tickets with a specific customer daily and people that are CC'd on all tickets for other groups. Any helpful advice is much appreciated.

  • Beau P.
    Zendesk Customer Care

    Hello Jennifer,

    If the intention is to exclude a ticket based on all of these properties, you'll want these conditions listed under your automation's All conditions, as opposed to Any.

    The reason for this is because only a single Any condition need be true for a business rule (automation or trigger) to apply. Using your current Any conditions list as an example, you could have a ticket that satisfies the "Ticket group is not Group A" condition but is instead attributed to group B. While group B is also an Any condition, the ticket group A condition is itself satisfied so the automation would run on that ticket.

    Adding these conditions to the All list ensures that every one need be met in order for a ticket to qualify for the automation.

    Beau | Customer Advocate |

    Ask our Zendesk Community

  • Bart

    I've added tags and added them to the all condition and the csat survey still fires off within the automation. 

    I've also tried using the any condition as a standalone as not all the conditions need to be met and it still fires.

    Would someone be able to reach out and help with this further?



  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Bart,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, I would advise checking the following events on the tickets that got fired by the CSAT automation. Checking the ticket events, you'll be able to see what automation fired exactly on the ticket because there could be more than one automation rule that's currently active on your account.

    If your intention is to exclude a following group or user, I would advise using the Meet all of the following conditions instead of Any.

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • Michael Le


    Sorry to dig this up again, I'm looking to exclude certain tickets to send out CSATs; my situation is:

    I've made a forwarding system, and if certain tickets have a selected tag, this automatically emails a separate group outside of ZenDesk to handle that incident and automatically solve the ticket on our end. While that group resolves the issue, we'll constantly get bad/unsatisfactory CSATs because they're still being tied up by the other group while the ticket is solved on our end.

    I see that the automation always offers the CSAT, but there's no way to choose not to send one; it appears that the choice not to send one is no longer available when making a new automation to not send one; please see the screenshot.

    Can you please advise,

    Thank you!



  • Josh
    Zendesk Customer Care
    Hi Michael!
    Thank you for messaging us.
    The option to exclude tickets from receiving satisfaction rating is not possible with automation alone. However, what I can suggest is to include a condition in your current screenshot "Ticket: Tags contain none of the following":

    Then, each time you do not want a ticket to receive a satisfaction rating is to put a tag on it. You can create a tag that fits for you. Hopefully this helps!
  • Michael Le

    Thank you!

  • Rolf Hayes

    I have been trying the same through an automation, however the automation has triggered twice despite having one of the tickets specified not to have, see below ticket events and automation conditions.  Can someone help me with what is wrong.


  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Rolf Hayes I'll create a ticket on your behalf so we can check investigate this for you. You'll receive an email shortly. Thanks :) 


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