Matilda Pilfalk

Thanks for the suggestion! I did two triggers with the function above and namned the tag #send_csat and then I changed the information in the automation to this, hopefully it works:

 

Hi! I have read trough this tread but haven't found out if there is a solution to not send a CSAT to New tickets which we just Solve without a public comment from an agent. My automation look like this and I know that the "Ticket: Privacy: Ticket has public comments" didn't really work as I thought. Thought it meant that the ticket need a comment from an agent and if it does not have that the CSAT will not be send out.

Use Case: We have a lot of tickets which we just solve due to some customers mistakenly send us two similar emails, suppliers that just give us information or random info that we don't need to answer. In all these cases we do not want to send out a CSAT and it will be a lot of work to always add the tag.

Ideally I want a rule in the automation that their must be a public comment from an agent for the CSAT to be sent, but I can't really figure it out.

Would it work if I create a trigger that always add the tag "no_satisfaction" to tickets with no public answer from an agent? Is that even possible?

Thanks for your help!