Do Follow-up Tickets Send Satisfaction Surveys?
Learn if follow-up tickets in Zendesk send satisfaction surveys and how to manage automation settings.
Do follow-up tickets in Zendesk send satisfaction surveys?
Yes, follow-up tickets in Zendesk can send satisfaction surveys if the default automation conditions are met. When a follow-up ticket is created, the condition 'Ticket Satisfaction | Is | Offered' is reset to 'Unoffered', allowing the automation to run on the new ticket just like it did on the original.
If you want to stop the automation from sending surveys on follow-up tickets, you can add the condition 'Ticket: Channel | Is not | Closed ticket' to the 'Meet all of the following conditions' section of your CSAT automation. This will prevent the survey from being sent on follow-up tickets. For more details, you can check the originalZendesk article.
More related questions
How can I prevent satisfaction surveys on follow-up tickets in Zendesk?
To prevent satisfaction surveys from being sent on follow-up tickets in Zendesk, you need to adjust your CSAT automation settings. By default, follow-up tickets will send satisfaction requests if the automation conditions are met. To stop this, add…
What happens to the satisfaction survey condition when a follow-up ticket is created?
When a follow-up ticket is created in Zendesk, the satisfaction survey condition is reset. Specifically, the condition 'Ticket Satisfaction | Is | Offered' is reset to 'Unoffered'. This reset allows the default automation to run on the new…
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