Ensuring CSAT Surveys for All Solved Tickets
How can I ensure CSAT surveys are sent for all solved tickets?
To ensure CSAT surveys are sent for all solved tickets, check your automation settings.
Make sure the 'Request Customer Satisfaction Rating' automation is active and correctly configured. This includes setting the condition 'Ticket: Satisfaction | is | Unoffered' and the action 'Ticket: Satisfaction > Offered to requester'. Also, verify that no other automations, like 'Close ticket 4 days after status is set to solved', interfere by running before the survey automation.
More related questions
Why are my satisfaction surveys not being sent in Zendesk?
If your satisfaction surveys aren't being sent, it might be due to automation settings. To troubleshoot, first ensure that the option to allow customers to rate tickets is checked under Admin Center > People > Configuration > End users >…
Can CSAT surveys be sent for closed tickets in Zendesk?
CSAT surveys cannot be sent for closed tickets in Zendesk. The automation for sending customer satisfaction surveys only triggers when a ticket is in the 'Solved' status. Once a ticket is closed, it is locked and cannot be reopened or updated,…
Do I need a trigger to send CSAT surveys in Zendesk?
You don't need a trigger to send CSAT surveys in Zendesk; automations are used instead. The customer satisfaction survey is sent through an automation, not a trigger. Ensure that the 'Request Customer Satisfaction Rating' automation is enabled and…
Can users respond to CSAT surveys after a ticket is closed?
Users cannot respond to CSAT surveys once a ticket is closed in Zendesk. Closed tickets are locked and cannot be reopened or updated, which includes responding to surveys. Ensure that users complete the survey while the ticket is still in the…
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