Question
How can I send satisfaction surveys when I solve tickets?
Answer
Use the below two-step process to send satisfaction surveys immediately when you solve tickets. The first step is to deactivate the default automation that sends out the satisfaction survey.
To deactivate the automation
- Go to Admin Center, and open the Automations page.
- Deactivate the automation titled Request customer satisfaction rating (system automation) by clicking the menu button () > Deactivate.
To create a trigger to send the satisfaction survey
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Status category | Changed to | Solved
- Object > Ticket > Satisfaction | Is | Unoffered
- Add the actions below under Actions.
- Object > Ticket > Satisfaction | offered to requester
-
Notify by > User email | Ticket > (requester)
- Copy the subject and the body content from Request customer satisfaction rating (system automation).
Note: In accounts without custom ticket statuses enabled, use the condition Status instead of Status category.
For more information, see the article: Customizing your customer satisfaction survey.