Satisfaction tickets - Do not send inquiries if they come from the same customer

3 Comments

  • Chris Bulin
    Community Moderator

    Hi there Luisa Cunha! This is a tough nut to crack because there's no way to count the number of tickets any given user sends in. I think what you'll need to do is create a cascade of custom fields, triggers, and automations here. 

    The first automation would offer CSAT as normal AND add a tag, let's call it CSAT_30 one of the conditions for that automation will stop it from sending if it sees that tag. Here's what it would roughly look like:

    • Meets all of the following conditions:
    • Hours since solved: 24
    • Tags: does not contain: CSAT_30
    • Satisfaction: is: unoffered
    • Actions:
    • Offer satisfaction
    • Add tag CSAT_30

    I think what I would do is create a trigger that then looks for that tag and sets a field on the user which then adds CSAT_30 to all of their subsequent tickets. It would look something like this:

    • Custom User Field CSAT Eligible dropdown CSAT_0/CSAT_30 (and ensure that the tag then matches those)
    • Trigger: Meets the following conditions:
    • Ticket tag contains CSAT_30
    • User field set to CSAT_30

    Then you would need an automation that resets the user field after 30 days:

    • Meets the following:
    • User Field is CSAT_30
    • Time since ticket created 30 days
    • Action:
    • User Field is CSAT_0

    This should then mean that the next ticket they send in will not have the CSAT_30 tag and will therefore trigger the CSAT offering again. 

    I would recommend testing it with shorter time frames and a test user account first, just to make sure it works as expected. 

     

    0
  • Luisa Cunha

    Hello Chris Bullin I will test this solution and give feedback!

     

    I think it is perfect but on the first automation i would also need to check is User Field is not CSAT_30.

    Thanks,

    Luisa Cunha

    0
  • Chris Bulin
    Community Moderator

    You're right! :D Hopefully it works out for you.

    0

Please sign in to leave a comment.

Powered by Zendesk