When you select "Cancel this Request" We don't want to send a customer survey

Question

When an agent selects cancel request, it sends out a CSAT to the reporter.

Can we turn off CSAT for canceled requests?

Jack Brickey · Answer

Are you setting the Resolution on transition to Canceled? If so please try not doing so and retest.

Pramodh M · Answer

@Danielle David

Are you using any add-on to send the survey?

Disable the one which is configured for the same

If it's Default customer survey is send when the request is resolved ( If you have set the resolution, that may send the notification to customers) so removing the resolution field being auto populated may help here

Let me know

Thanks,

Pramodh