How to stop CSAT being sent

Question

Hi there,

I have an automation rule that cancels a ticket after 48 hours of no update if in Waiting for Customer, but it still sends the survey.

Is there a status or resolution that does not trigger the survey?

Thanks

Ste404 · Answer

Tried that.  I have a new Status.  Post Function that sets Resolution to None (clears the field).  CSAT still sends.

Will hit up support.

Joseph Chung Yin · Answer

@Ste404 -

You never set Resolution field value via automation.  Setting of the Resolution field value is controlled in your WF's via the transition post function by default.

So you should modify your WF's transition to not set the resolution field value.  If you take a look at your existing WF's transition to "Done"/"Closed"/"Resolved" statuses, you will see in the post-function that it is setting the Resolution field value.

In your new WF status, you can even add the post function to set Resolution field to "None" - Essentially it is ensuring that the field is empty.

Hope this helps.

Best, Joseph

Ste404 · Answer

Maybe I am setting Resolution to null incorrectly.

In a manual automation I am transitioning to Resolved

the edit the issue with this in the Additional fields

{
"fields": {
"Resolution": null
}
}

Should I approach it in a different way