Can I restrict the CSAT survey?

David Pinn January 11, 2017

Suppose an issue must be rejected, and tagged with the 'Declined' resolution. I don't want to issue a CSAT survey in those circumstances. Is there a way I can avoid sending the CSAT survey in such circumstances without turning it off entirely?

1 answer

1 accepted

1 vote
Answer accepted
David Pinn January 11, 2017

Answering my own question: the CSAT survey is emailed to customers only when a resolution is set on the issue. To avoid the CSAT survey being sent, don't sent a resolution, and instead transition the issue to a status that reflects its final disposition (e.g. Declined).

Sairam Yeturi July 20, 2017

hi david, i have a situation where i want to send reminders for completing the CSAT, would you know what would be the method to include the feedback link on the reminder mails?

 

Thanks

Suggest an answer

Log in or Sign up to answer