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.