How to add a cool-down period to satisfaction surveys

6 Comments

  • Jennifer Rowe
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    Thanks for sharing this, Nadia!

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  • Ha Luong
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    This is exactly what we're looking for. Thanks so much for sharing, Nadia!

    Quick question, in the system created automation to send satisfaction survey, there's a meet-all condition for ticket:satisfaction is unoffered. Do we still need this condition if we use your setup?

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  • Nadia De Vriendt
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    hi Ha Luong, I don't use it myself, because we also don't use the Zendesk satisfaction survey (sorry, guys!), but since the check is on whether certain tags are present or not, I'm pretty sure you won't need it. 

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  • Fernando
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    Hi! I would like to create an automation to contact the requester after 8 business hours when they answer with bad or bad with comment to the survey. The closest condition I could find was "Hours since requester update", but I'm not sure replying to a survey will qualify as a requester update. What condition should be used in this case?

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  • Brett - Community Manager
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    Hi Fernando,

    You would want to use the Hours since update condition under Meets all of the following conditions. Your automation can look similar to the one I've attached below:

     

    That should get you the results you're looking for.

    Hope this helps!

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  • Fernando
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    Thank you! Please close this request. Have a good day!

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