Jim Stalder

Steve - So with my example, the trigger sets a csat_survey_pending tag.  This tells an automation (which runs hourly) to actually send a survey out and add a csat_survey_sent tag.  If the csat_survey_sent tag is present, then the automation knows to ignore that ticket and not repeat the action. 

I don't know how one would specify the time an automation takes action, since time of day doesn't appear to be an option.  Perhaps there is a way (I have not researched this) to use Liquid Markup to enter the time of day in a custom field via a trigger and modify the automations to look at this field, too.    https://support.zendesk.com/hc/en-us/articles/115015463428-Reference-the-current-timestamp-in-a-ticket-update 

Hi Steve - I think that condition just delays the survey being sent for at least 24 hours.   Automations run once an hour and I prefer the survey to be sent more immediately.  The issue will be top of mind with our customer.   Personal preference...

Assuming the CSAT Counter is initially blank when you create the custom field, you could move the ANY logic in the 1--2 counter switch to the 5-1 counter switch where it looks for a 0 or not present.   This way, if the Counter is 5 or blank/0 then set the csat_survey_pending tag and move the counter to 1.   This will get the one-off customers on their first ticket and then wait until 5 more tickets have passed before surveying again.  (I might do that myself!)

Here is the automation:

Fellow Zendesk Admins:

I've developed an easy way to send a satisfaction survey to any given Requester every 5th ticket, although you can tweak the logic below to make it whatever number you want.   

Here is the summary:

• Create a custom numeric USER FIELD called CSAT Counter
• Create 5 triggers (see attached screenshots) which increments this counter upon ticket solve.  The trick is to add a tag after the first positive hit, so other triggers won't fire - that is the csat_cycle_stop tag in the examples below.
• Create 1 Automation to look for a specific tag applied when the CSAT Counter is 5 and send the survey.