This article covers the steps to deactivate the customer satisfaction (CSAT) survey notification for a specific customer.

The workflow includes the steps below.

  • Step 1: Add a tag to the end user profile
  • Step 2: Identify relevant tickets where the end user is a requester
  • Step 3: Amend the CSAT automation "Request customer satisfaction rating (System Automation)"
  • Step 4: Amend the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" 

Step 1: Add a tag to the end-user profile

  1. Open the user's profile.

  2. Add a unique tag to the Tags user field.

Step 2: Identify relevant tickets where the end user is a requester

The user tag applied to the user in Step 1 is not automatically added to existing tickets where the end user is already the requester. For this reason, all Open, Pending or On-Hold tickets where the end user is a requester must be updated with the tag. 

To update the user's tickets with the tag

  1. Open the user's profile.
  2. Identify the tickets by ticket status and bulk update these tickets with the tag created in Step 1.

Step 3: Update the CSAT automation "Request customer satisfaction rating (System Automation)" 

Next, you need to update the automation that sends the CSAT survey to users.

To edit the CSAT automation

1. In Admin Center, select Admin > Objects and Rules > Business rules > Automations.
2. Search for the CSAT automation Request customer satisfaction rating (System Automation) or the custom automation that sends the CSAT survey to your end users.

3. Under Meet ALL of the following conditions, add:

  • Ticket: Tags | Contains none of the following | unique tag

Request customer satisfaction automation.png

Step 4: Update the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" 

Finally, you need to update the messaging CSAT trigger that sends the CSAT survey, if you use messaging. 

To edit the Messaging CSAT trigger

  1. In the Admin Center go to  Admin > Objects and Rules > Business rules > Triggers.
  2. Search for the Messaging CSAT trigger Request customer satisfaction rating (messaging) or the custom automation that sends the Messaging CSAT survey to your end users.

  3. Under Meet ALL of the following conditions, add:

    Ticket > Tags | Contains none of the following | unique tag

request customer satisfaction rating trigger.png

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