Customer surveys

MikeB Member Posts: 2

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
    mbudke Member Posts: 87 ✭✭✭

    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:

  • tanderson
    tanderson Member Posts: 204 ✭✭✭✭

    @Matthias Thanks for the link.