Customer Satisfaction (CSAT) surveys for Zendesk Support are sent via email to the ticket requester and are designed to prompt them to rate their ticket interaction good or bad. There are times when you may need to exclude some users or organisations from receiving CSAT survey emails for their tickets.
We'll show you how you can achieve this by utilising an exclusion condition inside your SLA configuration.
This article will cover the following topics:
- Excluding a user from receiving a CSAT survey
- Excluding an organisation from receiving a CSAT survey
- Adding the exclusion condition to the CSAT automation
- Allowing a user or organisation to receive CSAT surveys again
IMPORTANT: Once you've set up this workflow on either the user or organisation, they will no longer receive the CSAT surveys on any tickets.
Excluding a user from receiving a CSAT survey
In order to exclude a user from receiving the CSAT survey permanently, we will need to add a tag to the user's profile.
- Navigate to and open the user's profile in question so you can make edits to it (see Viewing a user's profile in Zendesk Support).
- Click inside the Tags field box on the left-hand panel of the profile and add the tag 'no_csat'.
Your updates are saved automatically.
Excluding an organisation from receiving CSAT surveys
If you would like to exclude an entire organisation from receiving CSAT surveys, we will need to add a tag to the organisation's profile.
IMPORTANT: Any user linked to the organisation will no longer receive a CSAT survey on any tickets they submit.
-
In Support, click the Organizations icon (
) in the sidebar.
- Find the organization you want to edit and click its name.
- Click inside the Tags field box on the left-hand panel of the profile and add the tag 'no_csat'.
Your updates are saved automatically.
Adding the exclusion condition to the CSAT automation
After we have configured the User or Organisation to be excluded from the CSAT survey by adding the tag to the profile. We now need to edit the existing CSAT automation to add in the exclusion.
-
In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Automations.
- Select the automation 'Request customer satisfaction rating (System Automation)' and edit.
- Add a new condition under the ALL section:
- Tags CONTAINS NONE OF THE FOLLOWING 'no_csat'
- Click Save.
Allowing a user or organisation to receive CSAT surveys again
In the event you would like to allow a user or organisation to begin receiving CSAT surveys again, all you need to do is remove the 'no_csat' tag which you added to the profile linked to the user or organisation.