Hey Anuj Singh!

There are many ways to set this up and ultimately how you do it would depend on how/when you want to send the initial CSAT survey and reminder.

An example of how you could do this:

1. Create an automation to send the initial CSAT survey 2 days after ticket is solved
2. Create a second automation to send the CSAT survey reminder 4 days after ticket is solved if a CSAT rating has not been provided by end-user for that ticket

Example automations:

Request CSAT from Customer automation

Conditions -- All

Ticket: Status IS Solved
Ticket: Hours since solved (calendar) Is 48
Ticket: Satisfaction IS Unoffered

Actions --

Notifications: Email user = (requester)
Email subject = <Whatever you want>
Email body = <Whatever you want>
Ticket: Satisfaction = offered to requester

CSAT Reminder automation

Conditions -- All

Ticket: Status IS Solved
Ticket: Hours since solved (calendar) Is 96
Ticket: Satisfaction IS Offered
Ticket: Tags contains none of the following csat-reminder-sent

Actions --

Notifications: Email user = (requester)
Email subject = <Whatever you want -- can be different than first time>
Email body = <Whatever you want -- can be different than first time>
Ticket: Add tags = csat-reminder-sent

The above setup should do the trick. You can of course add additional conditions to not send CSAT survey for certain tickets based on whatever makes sense for your situation.

The initial and reminder CSAT automations would both only run once with the above configuration. Once the Satisfaction is offered in the first automation it would never get set back to unoffered so that would only be able to activate once. And the second automation adds a tag which would prevent the CSAT reminder email from being sent a second time if the ticket were to be re-opened and then solved a second time after the CSAT reminder email was sent.

You could configure these automations differently if you want to re-send the initial CSAT email and/or reminder email. To re-send the reminder email upon re-solve you would just need to eliminate the tag condition and action from the reminder automation above. To re-send the initial CSAT survey upon re-solve you would need to also add a trigger which sets the Ticket: Satisfaction back to blank/null when Ticket: Status Changed from Solved and Ticket: Status Is Open and Current User Is (end-user)

That's a pretty detailed explanation but I may have missed something so I would suggest, like with any similar change, test and monitor the functionality once implemented. Other triggers or automations your Zendesk may have could introduce wrinkles that I can't account for or I may have just missed somethings as I think through this here. Good luck!