Natasha Fu

Hi team, 

Would like to confirm some business rules with you:

1. "Zendesk Support sends your end users the customer satisfaction rating survey in an email 24 hours after the related ticket has been marked as Solved." - What if the ticket is marked as open, pending, or paused, will it trigger CSAT Survey to the customer? 
   
   

2. "The default automation that's created when Satisfaction is enabled actually includes one more critiera – "Ticket:privacy, has public comments", meaning that if there are no public comments (from the agent or the customer), the satisfaction survey would not be sent." - What will happen for the following case, will CSAT survey trigger?
   

-     Email received from the customer, ticket marked as resolved with No reply from agent
-    Agent initiated an email to the customer as a follow-up for phone/chat,  ticket marked as resolved with No reply from the customer in 24 hours
-    Agent initiated an email to the customer as a follow-up for phone/chat,  ticket marked as resolved with Reply received from the customer after 24 hours

Thank you.

Hi Team,

In "Agent's spare capacity for that channel" the 3rd sceniaro:

• If more than one agent has an eligible status and the same spare capacity for the relevant channel, the agent who has been inactive longest is assigned.

How do we define the "inactive longest" here? Is the time from their last message? Thank you.

Natasha