Customer surveys

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MikeB
MikeB Member Posts: 2 ✭
in News and announcements

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.

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  • mbudke
    mbudke Member Posts: 85 ✭✭✭
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    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
    tanderson Member Posts: 198 ✭✭✭✭
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    @Matthias Thanks for the link.

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