Satisfaction settings - disable sending for certain resolutions? Edited

Hey everyone,

We just implemented Service Desk and have run into an issue. We primarily have tickets generated via the Email channel. So, if an application is down, we tend to get a lot of emails letting us know. If we bulk close these tickets, without the need to reach out to the user (a company-wide email was sent out notifiying them), we don't really want them to get a survey request. Service Desk Team members are getting low satisfaction scores just because a particular application was down for some time, meanwhile it wasn't because of the service for that particular ticket.

 

TL;DR - can you modify when the survey requests are sent out?

 

Thanks!

1 answer

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Hello @Jarrod Mochnick

Satisfaction survey is sent out based upon two conditions :

1- Issue Resolution is set

2- Request Resolved notification is enabled

When an issue is closed (Resolution set) on a transition for which the associated notification event IS NOT "Request Resolved", there should be no Satisfaction survey notification?

You could set up a "resolved" transition with "Request Resolved" event (and a Satsisfaction survey) and a "closed" transition with "Request Closed" event (and no survey at all).

Yves Thomas has a point.

I've modified my "Resolve Issue" transition as following and solved the issue:

1. Removed "Resolution" field from the screen, so this field is not set during the transition

2. Added a post-function "Set resolution field to Fixed" just after Event fired

Voila!

image.pngHere is a screenshot to clarify what was done

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