Customer surveys

MikeB

I know it's possible to send CSAT surveys via automation rules when a ticket is closed, but can these be sent manually or is it possible to override the automation on closing a ticket?

There may be instances where we create a ticket for a user, carry out the work and close it without the user even being aware of it. In these cases we wouldn't want a survey sent to the user.

mbudke

Hi @MikeB ,

you could use a variable in the ticket to define if a survey shall be sent or not. You can use the following KB as an example:
https://support.atera.com/hc/en-us/articles/234995088-Create-a-Silent-Ticket-

tanderson

@Matthias Thanks for the link.