Workaround to solve Satisfaction comment reopens the ticket
This was once of the requirement from my client that ticket should not get reopen if customer gives satisfaction comment or rating. After several search and try I found a solution of this and wanted to share this with other Zendesk customers.
Step 1: Create a automation rule to send satisfaction survey to your customer and in the automation action add a tag.
Step 2: Now create another trigger which reopens a ticket when customer respond and add another condition in meet all the condition is tags contains none of the following and add the tag. This means ticket will only get reopen if it does not find the above tag. Once the satisfaction survey is gone ticket will not get reopen.
Step 3: Last step is to create one more final trigger that will move the ticket status from solve to close once the satisfaction is received. And once the ticket is set to close it won't get reopen.
Do try it if its match with your requirement. Please share, like and comment it and let me know if any modification is required. Thank you.
This is a great workaround Tania. Thanks for taking the time to share this with everyone!
Agreed, thanks for posting this, Tania Singha Roy!
Thanks for this!
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