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Set up a Trigger to Only Send a CSAT Survey if a Certain Custom Field is Set

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Kate Horner

Publication le 24 août 2023

We want to start using CSAT but would like to see if there is a way that CSAT will only get sent out if the agent selects a specific Custom Field. The reason for this is to prevent users from creating a duplicate ticket just to submit another survey and also prevent surveys from going out too often to the same user when we have someone who writes in several times a week.

I'm not sure if this would be a trigger or possibly another feature that I am not aware of.  

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    Noly Maron Unson

    Zendesk Customer Care

    Hi Kate,

    Yes, this is possible. In a normal setting, an automation is the one sending the CSAT survey. The automation is called "Request customer satisfaction rating (System Automation)". This automation is editable and you can add a condition here to only send the survey if a specific custom field value is selected. You can check the article Customizing your customer satisfaction survey for more info.

    Hope this helps. 

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