Broken Satisfaction survey CSAT

Answered

Posted Feb 12, 2021

I have set up the Customer Feedback (Satisfaction check).

It states (here https://support.zendesk.com/hc/en-us/articles/203662256-Using-CSAT) that when we make the ticket 'solved' the user gets a message on his email after 24 hours to share his feedback. That does not work. Our tester did not get an email after 24h.

6 comments

Date

Brett Bowser

Zendesk Community Manager

Feb 12, 2021

Hey Aleksandra,

Can you confirm you have the CSAT automation set up as mentioned in this article? Why are my satisfaction surveys not being sent?

You can find your automations under Admin>Business Rules>Automations.

Hope this helps!

Aleksandra Budnik

Feb 15, 2021

Thank you very much for your prompt reply, Brett.

To be honest, I did not. However, today I gave it a try. I have used these settings https://support.zendesk.com/hc/en-us/articles/203662186-About-the-Support-default-automations#topic_5bx_2ty_5t

I've sent myself a test email set it to 'Answer as solved' (with no delay). And I did not receive the rating.

But then when I wanted to add it I got an error so it might be blocking my tests.

> Automation could not be updated as:

An automation that runs multiple times per ticket is not allowed. Use a time-based condition that is true only once (Hours since created is 24), or add an action that nullifies the condition. For example, a Priority is High condition paired with an action that sets the Priority to Urgent. Learn more

Aleksandra Budnik

Feb 16, 2021

Is there a way to organize a call with a person who can guide me on how to use it? Or maybe someone can remotely check my settings from the ZenDesk crew.

Leslie Carbonnier

Mar 01, 2021

Hey Aleksandra,

It seems that you have tried to do a change in the CSAT automation that would allow for the automation to run multiple times per ticket.
To assist you with that I have opened a ticket for you with our Support team. You should receive an email shortly to regarding this ticket.

Leslie | Customer Advocate

Jason Shepard

May 05, 2022

I want to set it so that the automation sends an SMS link instead of an email. is there a way of changing it to do this? Most of our tickets are opened through SMS. I tried creating a trigger that sends a text message to the customer after the tickets status is closed but the link will not allow for rating due to the ticket being closed.