Prevent Satisfaction Surveys on Follow-up Tickets
Learn how to stop satisfaction surveys from being sent on follow-up tickets in Zendesk by adjusting automation settings.
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 the condition 'Ticket: Channel | Is not | Closed ticket' to the 'Meet all of the following conditions' section of your CSAT automation. This change will ensure that the automation does not trigger on follow-up tickets, preventing surveys from being sent.
More related 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…
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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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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