Your customers can provide feedback about their experience in Zendesk Support by rating their solved tickets. If you want to exclude a subset of tickets from receiving satisfaction surveys, customize the automation that delivers the survey and exclude groups, users, or tickets

This article includes:

  • Exclude groups from satisfaction surveys
  • Exclude users or tickets from satisfaction surveys
  • Exclude groups, users, or tickets from satisfaction surveys in messaging

Exclude groups from satisfaction surveys

Exclude tickets within a group by adding a Ticket: Group condition to your 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

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 from your CSAT automation

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 the 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 the same conditions to the messaging triggers that fire the satisfaction surveys

  • For the Web Widget and Mobile SDKs channels, adjust the trigger Request customer satisfaction rating (messaging)
  • For the social messaging channels, adjust the trigger Request customer satisfaction rating (social messaging)

For more information, see this article: About CSAT ratings in messaging

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