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 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
    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 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
    Exclude specific users with a tag from an automation
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