Your customers can provide feedback about their experience in Zendesk Support when they rate their solved tickets. To exclude a subset of tickets from satisfaction surveys, customize the automation that delivers the survey and exclude groups, users, or tickets.

This article includes:

Exclude groups from satisfaction surveys

Exclude tickets within a group when you add a Ticket: Group condition to your customer satisfaction (CSAT) automation. To exclude a group:

  1. In Admin Center, navigate to Objects and rules > Business rules > Automations
  2. Open the Request customer satisfaction rating (system automation) standard automation to edit. Under Meet all of the following conditions, add the condition Ticket: Group | Is not | (Group's name).
  3. Select Save
    Screenshot showing how to exclude a group from an automation.png

Exclude users or tickets from satisfaction surveys

Add tags to a specific user or ticket, then add the Ticket: Tags condition to your CSAT automation to exclude them. To exclude users or tickets:

  1. Add the exclusion tag no_csat to a user or a ticket
  2. In Admin Center, navigate to Objects and rules > Business rules > Automations
  3. Edit the satisfaction automation
  4. Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following | no_csat
    Screenshot showing how to exclude specific users with a tag from an automation

Exclude groups, users, or tickets from satisfaction surveys in messaging and social messaging channels

The messaging and social messaging channels use triggers, instead of automations, to send the satisfaction surveys. To exclude groups, users, or tickets from satisfaction surveys in these channels, apply these conditions to the messaging triggers.

  • For the Web Widget and mobile software development kits (SDKs) channels, adjust the trigger Request customer satisfaction rating (messaging)
  • For the social messaging channels, adjust the trigger Request customer satisfaction rating (social messaging)

See About CSAT ratings in messaging.

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What is the customer satisfaction survey exclusion workflow? How do I stop a customer rating or survey from sending? Why should I exclude specific tickets from satisfaction surveys?

You can exclude a subset of tickets from getting satisfaction surveys or customer ratings. You customize the automation or time-based rule or reminder that delivers the survey to exclude specific teams or departments, users or customers, or tickets. This customization filters which solved tickets receive feedback requests within Zendesk Support or your help desk or ticketing system.

How do I exclude groups from satisfaction surveys? How do I stop customer ratings for a team or department? How do I turn off satisfaction surveys for a specific group?

You exclude tickets within a group or team or department when you add a condition to your CSAT or customer rating automation or time-based rule. Follow this path to exclude a group:

  1. Navigate to Admin Center > Objects and rules > Business rules > Automations.
  2. Open the Request customer satisfaction rating (system automation) standard automation to edit.
  3. Under Meet all of the following conditions, add the condition Ticket: Group | Is not | (Group's name).
  4. Select Save.

How do I exclude users or tickets from satisfaction surveys? How do I stop surveys for a specific customer or client? How do I block customer ratings on specific tickets?

You exclude users or customers, or tickets from customer satisfaction surveys or customer ratings when you apply a tag and update your settings. Follow this path to configure the exclusion:

  1. Add the exclusion tag no_csat to a user or customer, or to a ticket.
  2. Navigate to Admin Center > Objects and rules > Business rules > Automations.
  3. Edit the satisfaction automation or time-based rule or reminder.
  4. Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following | no_csat.
  5. Select Save.

Can I exclude groups users or tickets from satisfaction surveys in messaging? Can I stop customer ratings in social messaging channels? Is it possible to block surveys in the Web Widget?

Yes. The messaging and social messaging channels use triggers or auto-replies or notification rules, instead of automations or time-based rules, to send customer satisfaction surveys or customer ratings. You apply the same conditions to the messaging triggers that fire the satisfaction surveys. For the Web Widget and Mobile SDKs channels, you adjust the trigger Request customer satisfaction rating (messaging). For social messaging channels, you adjust the trigger Request customer satisfaction rating (social messaging).

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