Follow-up Tickets & Satisfaction Surveys - Frequently asked questions
Explore common questions about follow-up tickets and satisfaction surveys in Zendesk. Learn if surveys are sent again and how it affects customer feedback.
Frequently asked questions
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…
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,…
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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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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