Exclude Groups from Zendesk CSAT Surveys
How can I exclude specific groups from Zendesk CSAT surveys?
To exclude specific groups from receiving Zendesk CSAT surveys, you need to adjust your CSAT automation settings.
In the Admin Center, navigate toObjects and rules > Business rules > Automations. Edit the satisfaction automation titledRequest customer satisfaction rating (system automation). Under the sectionMeet all of the following conditions, add the conditionTicket: Group | Is not | (Group's name). This will ensure that tickets from the specified group do not receive satisfaction surveys. For more details, visit theoriginal Zendesk article.
More related questions
How do I exclude specific users from Zendesk CSAT surveys?
Excluding specific users from Zendesk CSAT surveys involves tagging the user and modifying your CSAT automation. First, search for the user in Support by name or email and open their profile. Add an exclusion tag, such asno_csat, to the tags…
Can I exclude specific tickets from Zendesk CSAT surveys?
Yes, you can exclude specific tickets from Zendesk CSAT surveys by using tags. Open the ticket you want to exclude and add an exclusion tag, such asno_csat, to the tags field. Then, in the Admin Center, navigate to **Objects and rules >…
What should I do if my CSAT automation is not excluding tickets as expected?
If your CSAT automation is not excluding tickets as expected, check the conditions in your automation settings. Ensure that all exclusion conditions are listed underMeet all of the following conditionsrather than **Meet any of the following…
How can I ensure multiple conditions are met for excluding tickets from CSAT surveys?
To ensure multiple conditions are met for excluding tickets from CSAT surveys, list all conditions under theMeet all of the following conditionssection in your automation settings. This setup requires that every condition be satisfied for the…
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