• Chris Bulin

  • 2020年10月21日 15:12

  Community Moderator

  Hi there Luisa Cunha! This is a tough nut to crack because there's no way to count the number of tickets any given user sends in. I think what you'll need to do is create a cascade of custom fields, triggers, and automations here. 

  The first automation would offer CSAT as normal AND add a tag, let's call it CSAT_30 one of the conditions for that automation will stop it from sending if it sees that tag. Here's what it would roughly look like:

  • Meets all of the following conditions:
  • Hours since solved: 24
  • Tags: does not contain: CSAT_30
  • Satisfaction: is: unoffered
  • Actions:
  • Offer satisfaction
  • Add tag CSAT_30

  I think what I would do is create a trigger that then looks for that tag and sets a field on the user which then adds CSAT_30 to all of their subsequent tickets. It would look something like this:

  • Custom User Field CSAT Eligible dropdown CSAT_0/CSAT_30 (and ensure that the tag then matches those)
  • Trigger: Meets the following conditions:
  • Ticket tag contains CSAT_30
  • User field set to CSAT_30

  Then you would need an automation that resets the user field after 30 days:

  • Meets the following:
  • User Field is CSAT_30
  • Time since ticket created 30 days
  • Action:
  • User Field is CSAT_0

  This should then mean that the next ticket they send in will not have the CSAT_30 tag and will therefore trigger the CSAT offering again. 

  I would recommend testing it with shorter time frames and a test user account first, just to make sure it works as expected. 

   

• Luisa Cunha

  • 2020年10月21日 15:25

  Hello Chris Bullin I will test this solution and give feedback!

   

  I think it is perfect but on the first automation i would also need to check is User Field is not CSAT_30.

  Thanks,

  Luisa Cunha

• Chris Bulin

  • 2020年10月21日 15:41

  Community Moderator

  You're right! :D Hopefully it works out for you.

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