Satisfaction Survey Condition on Follow-up Tickets
Discover what happens to the satisfaction survey condition when a follow-up ticket is created in Zendesk.
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 follow-up ticket, just as it did on the original ticket. This means that unless you modify the automation settings, follow-up tickets will also send satisfaction surveys if the conditions are met.
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…
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…
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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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