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?
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).
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