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_csatto 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.
9 Comments
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.
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 | support@zendesk.com
Ask our Zendesk Community
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?
Thanks
Bart
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 | Support@Zendesk.com
Hello,
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!
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!
Thank you!
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.
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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