James Rago

Joel,

What you have done is amazing. I was wondering if you might have some time to have a 1 on 1 discussion about the specifics? I too have a very convoluted trigger set up similar to yours since we use a 3rd party satisfaction software called Customer Thermometer. I would like to share with you what I current do as well in GoodData base don reporting and get your thoughts on how to get a working solution as you have built.

Any thoughts on how we can connect?

This is good. My troubles is that I do not want to offer satisfaction at all if they already rated a ticket within lets say 5 days. In order to do this I think I would scrap the 1st automation and only do the normal one, but add the http target in the perform. My issue is that the condition on the Last Satisfaction Date need to be "NOT within the previous x days". Effectively it would mean if more than 5 days has passed since you were offered, then I want this automation to fire.

Any thoughts on how to accomplish this?

Exactly. Customer fatigue is the problem when you do not have a mechanism to control how often we send the surveys out. I believe 2 easy implementations could be achieved to fit most of our needs.

- A time based restriction. If a ticket is sent a satisfaction survey for a specific requester, then we show not send additional surveys for x amount of time. Lets say 5 days, but this should be configurable.

- A restriction based on every number of x tickets. In this example I might want every 5th ticket from a specific requester to get a survey. They would get the survey the first time but subsequent tickets until the 5th would be skipped.

Given the response rate on this, and the other issue that are linked but fragmented around, I feel this is one of the most important feature enhancements you can make to you product to improve the overall CX of your product. 

Still hoping for an update on this. Would love to see that tag changed to "Planned"

@Steven Yan Can we get an update from Zendesk on whether this is something you guys are trying to implement?

This other request goes hand in hand.

Been really trying to gain traction on it.

https://support.zendesk.com/hc/en-us/community/posts/212540388-Limit-satisfaction-sendout

I would love to have an update on this as well. I feel like this is such an important feature.