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CSAT update notification triggers
Publication le 18 mai 2022
Hello, I have a trigger schema that sends email notifications to agents and admins when a CSAT rating is received from the requester and provides the rating and any free text comments entered. I also have a set of triggers that provide an almost identical email notification when a CSAT survey has been updated by the requester. These update triggered email notifications to agents and admins work fine when a requester changes the satisfaction rating from good to bad, or bad to good, and it works when the satisfaction reason (drop-down box selection) is changed. What I have not been able to puzzle out is how to fire the update trigger when the rating and satisfaction reason remain the same, but the free text comment box content changes. It seems I can only trigger events based on "satisfaction" and "satisfaction reason" and I am not obviously seeing an applicable selection for "satisfaction comments." I would expect something like, "satisfaction comments" is/is not/changed to/changed from/updated/etc. as options. Does anyone have some advice? I want my agents and admins to have the latest and greatest CSAT survey response information via a notification email and need a means to test for change of survey comments which in turn initiates the CSAT update trigger. I hope this makes sense.
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3 commentaire
Dave Dyson
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yanko.chakarov
Hi,
We would like to have to opportunity to use the "Satisfaction comment" text as a condition in triggers.
Use case: Due to regulatory rules, we have to close the accounts of end-users as soon as the closure is requested by them. Sometimes, the users are requesting the self-exclusion/closure through the CSAT survey (the comment field specifically).
Currently, we are not able to get notified by the system when an end-user requests account closure in the aforementioned field.
This is why we've created an Explore report, consisting of each Satisfaction comment from the previous day, that our Customer Service team managers review manually on a daily basis. This is causing a lot of additional manual work for them.
What we think might help us is to allow for triggers to use "Satisfaction comment" field in a similar manner to the "Comment text" condition:
If we are able to re-open a ticket that has a CSAT comment containing words and phrases that we've pre-defined - it would be great.
Thank you in advance.
Yanko
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Nara
At this time triggers can only be configured to send out notifications when a CSAT score itself is changed or updated. If a CSAT comment is updated but the rating remains the same, there is currently no way to send out an additional notification. That said, if this is a feature you would like to see in the future, posting here in the community is the best way to facilitate that, as posts with high upvotes/comments are seen by our product team for potential future consideration.
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