topic Re: CSAT not working in Customer Feedback Tool

CSAT not working

JoshVe — Wed, 28 Feb 2024 09:04:33 GMT

I am trying to set a CSAT based on few elements

1. When ticket is closed

2. And if no CSAT sent to this client in the past 15 days

3. And include the agents in our support

But for some reason the CSAT is not sending to clients

Re: CSAT not working

TomM2 — Wed, 28 Feb 2024 09:27:16 GMT

Hey @JoshVe it's hard to say for sure without being able to troubleshoot in your portal, but my best guess would be that you don't have tickets with a previous CES survey date.

The filter "Last CES Survey date is more than 15 days ago" expects there to be a "last CES Survey date", this means if there was never a CES survey sent previously, technically the "last CES survey date" is not more than 15 days ago.

What I would do the avoid this is keep your current criteria, then when editing your filters add in an OR filter and use the same criteria except instead of "Last CES survey date" being "is more than 15 days ago" I would set this to "is unknown"

This will also bring in contacts who have never had a CES survey sent to them!

Re: CSAT not working

JoshVe — Wed, 28 Feb 2024 10:57:10 GMT

Thanks @TomM2 i am tring your suggestions, however this will send to a 135 estimated recipeints, my goal is that it will only issue the CSAT moving forward, not for past tickets which already resolved. ideas?

Re: CSAT not working

JoshVe — Wed, 28 Feb 2024 12:59:34 GMT

Hey @TomM2 so what is the solution to avoid sending to past clients? i just want something tha twill address the future, send everyone a survey after ticket is closed and make sure you don't send if they already recived one in the past 15 days

Re: CSAT not working

haryw — Mon, 11 Mar 2024 11:07:37 GMT

how did you know exact figures we can send this?