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Hampus

Posted Oct 10, 2023

I would like to create an automation to send out Customer satisfaction score to our merchants.
The thing is we already had a trigger for this which is not optimal since it triggers instantly when the ticket is solved.
I would like to set the automation to send out a CSS rating after 24 hours of the ticket being solved. My issue is that we have merchants that already have been sent the CSS rating email. These are not tagged in any special way and I can not tag them individually since there's too many tickets. 

How can I create an automation that only affect future tickets, not the ones already solved in the past? 

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    Official

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    Leo Robert

    To create an automation that only affects future tickets, not the ones already solved in the past, follow these steps:

    1. Tag existing unsent CSS rating tickets as "CSS_Not_Sent."
    2. Create an automation to send CSS ratings 24 hours after a ticket is solved, triggered by the "solved" status.
    3. In the automation, check if the ticket has the "CSS_Not_Sent" tag.
    4. If it has the tag, send the CSS rating email and remove the tag.
    5. This automation will affect only future tickets and leave past ones untouched.

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    Christine Diego

    Zendesk Customer Care

    Hi there,
     
    You can enable the Request customer satisfaction rating (System Automation) on your account or activate it if that has been enabled already and modify the hours since condition depending on your use case, you can check this article for details. 

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    Hampus

    Thank you, not quite what I was looking for but A for effort :)

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    Hampus

    Leo Robert
    Thank you! This worked

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