How to add a cool-down period to satisfaction surveys

8 Comments

  • Jennifer Rowe
    Zendesk Documentation Team

    Thanks for sharing this, Nadia!

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  • Ha Luong

    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

    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

    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 Bowser
    Zendesk Community Team

    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

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

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  • Hannah Ehrlich

    Hello!

     

    I'm looking to *only* send a CSR survey when one of my agents replies with a public comment. (This is to avoid sending CSR surveys to auto-replies or other automatic acknowledgements). I have "Privacy: Ticket has public comments," turned on, but I don't know if there's a way to say "Only send if a ticket was UPDATED" with a public comment.

    I am aware that my agents can add a "no_csr" tag which will not send a survey (and have this implemented), but I was hoping for something that didn't involve an extra step


    Thanks,
    Hannah

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  • Brandon Tidd
    Community Moderator

    Hey Hannah Ehrlich,

    I'm sure there's probably another way, but one thing you could do is have a Trigger that adds a tag when conditions are such that a "Ticket is Updated" "Ticket Comment Is Public" "Current User is Agent" and  "Status Changed To Solved." Then, condition your C-Sat on the presence / lack of presence of this tag.  Note you should also have a Trigger that removes this tag if the ticket is reopened.

    Hope this helps!

    Brandon

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